Amazon Tenets
How many Amazon Tenets are there?
16
Low RAP
To improve RAP metric:
1. Create follow-ups when necessary
2. Include the proper information on the confirmation email
3PS sent incorrect tires to Pep-Boys for installation
1. Contact 3PS for return label
2. Contact Pep Boys to let them know we're working on the return
3. Follow Up to send label to Store
4. Consult resolution with customer, make sure if they want to reschedule the service for new tires or if they want to cancel the service order and have it refunded as well
Who's Amazon's CEO?
Andy Jassy
Mention 3 Amazon Tenets
Customer Obsession
Ownership
Invent and Simplify
Are Right, A Lot
Learn and Be Curious
Hire and Develop the Best
Insist on the Highest Standards
Think Big
Bias for Action
Frugality
Earn Trust
Dive Deep
Have Backbone; Disagree and Commit
Deliver Results
Strive to be Earth's Best Employer
Success and Scale Bring Broad Responsibility
Low RR
To improve RR:
1. Sell the survey; i'm sending a very important email
2. Wait on the phone for the customer to see the email
Customer had an appointment with arrival window from 8:00 to 11:00 and calls at 10:00 because the tech hasn't shown up
1. Advise the customer to wait until the window is over
2. Follow up with the customer for after the window is over - if the tech doesn't show up they'll probably call again and impact your metrics!
What's the meaning behind the company's name?
1. To suggest scale (Amazon.com launched with the tagline "Earth's biggest store")
2. Two, back then website listings were often alphabetical.
Which Amazon Tenet can be used when a customer calls you frustrated?
1. Earn trust: Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team’s body odor smells of perfume. They benchmark themselves and their teams against the best.
2. Customer Obsession
3. Ownership: They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say “that’s not my job."
High handle time
To reduce handle time:
1. Make sure to open up all needed tabs (orders, SIM, KC...)
2. When needed, advise to end the call/close the chat and offer a call back
A customer calls saying that their Lennar Home Activation was cancelled. When looking at the correspondence on the order, you see the provider mentioned that the address isn't activated on their system.
1. Most homes are very new and haven't been added to our service system! Provide Lennar's number to the customer and explain that they must inform them of the problem with the service provider. Lennar will incorporate the address to their system and the customer will be able to place the order again.
What was the alternative to the company's name?
Cadabra
Which Tenet can be used to improve one of the assessed metrics? (RAP, ST, RR)
Improve RAP:
Think Big - Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.
Reduce Silence Time:
Bias for Action - Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.
Improve Response Rate:
Strive to be Earth's Best Employer - Leaders work every day to create a safer, more productive, higher performing, more diverse, and more just work environment. They lead with empathy, have fun at work, and make it easy for others to have fun. Leaders ask themselves: Are my fellow employees growing? Are they empowered? Are they ready for what's next? Leaders have a vision for and commitment to their employees' personal success, whether that be at Amazon or elsewhere.
High MCR
To reduce MCR:
1. Make sure to have the ringtone turned on
2. Maintain CSC tab open
3. Keep headset on / Speaker with volume
Customer calls complaining about the service not being completed for an item they ordered. When looking at the order, the service isn't showing up on the item's order nor on the order list on their account.
1. Go to the item's order and copy the zip code on the address
2. Open up the item on the Amazon Website and add the customer's zip code
3. Check the item - sometimes the service is promoted for free but it didn't go through!
4. If the service is offered as free, apologize and offer a promo credit for the amount of the service and guide the cx to place the service order.
5. If the service is offered with charge, apologize to the cx for the service not going through. Explain to the cx that they weren't charged for the service and guide them through placing the service order separately.
What was Amazon's first product?
A book!
Which Amazon Tenet can be used when you seek help from a supervisor/DART and don't like their response/attitude?
1. Are Right, A Lot; Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.
2. Learn and Be Curious; Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
3. Have Backbone; Disagree and Commit; Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
High Silence Time
To reduce Silence Time:
1. Explain to the customer what you're doing
2. Use holds appropriately
Customer calls in regards for a combined service order where the item was delivered and assembled, but it's defective. The customer needs the item as soon as possible and needs it assembled.
1. Apologize for the inconvenience
2. Process a refund for the service and for the item
3. Guide the customer through placing the order for the item and the service
How many dogs "work" at Amazon headquarters?
6,000!