News: Customer Service/Care
Amazon's success 'down to customer service training'
23 February 2009
Customer service training has played a key role in the way Amazon attracts the vendors who use its Fulfilment by Amazon scheme, a client asserts.
Michael DuGally, operator of NorAm International Partners and a reseller using the online retailer's outsourcing provision, tells BusinessWeek.com the consumer care provided by the service is one of its key attractions of the outsourcing solution.
He states: "I can't deliver the kind of customer experience that Amazon can."
The website has given its staff consumer care training which allows them to provide a consistent approach to questions, queries and complaints, he adds.
Jeff Bezos, Amazon's founder and chief executive, tells the source that as part of the company's ethos, every member of staff spends time at the service desk honing their consumer care skills.
Last week, BusinessWeek.com selected the company as the world's best customer service provider, with USAA and Jaguar coming in second and third place.
