Amazon Interview Questions with Approved Answers (Updated)

CUSTOMER OBSESSION ️ Every company gets thousands of customer feedback everyday. Tell me how you process them and were you successful with this approach in your company? ️ In my previous company, we used to take customer feedback from different resources and they were really too many to go through all of them. I asked the Tech Team to unify the feedback into one big pool and asked them to write an application which will give me the word cloud of the feedback text. Using that word cloud I realized that a lot of people were complain about 4-5 different areas and then I implemented improvements for them. The customer complaints ceased after the implementation. Some customers can be though. Please walk me through such an example and tell me how you handled it. ️ Communication is always the key. You always need to look out for your customers no matter how big is the problem. I've seen many problems with our customers in my previous job, and my approach was always 1. Direct communication 2. Give them a small gift that they will make them happy. The key point here is to make them feel they are being attended to. It always works. How do you understand what the customer really wants? ️ I always try to understand the problem fully by asking a lot of questions to the customer (in your interview it is important to note that this customer may be an internal customer as well i.e. another team). In these types of scenarios it necessary that you are very knowledgeable about your domain(product). Sample answer: One time a customer called in and asked us to reduce the bill. After my communication with him it turns out that all he wanted to do was to know where his money was going. He wanted to be "in control" of his money. After I explained the bill in detail and our pre-payment notification options, he was more than satisfied and I was also able to sell him another product at the end of our transaction. Please tell me your best customer support experience. ️ Open with: "Nothing is above and beyond. My duty is to make the customer happy so in all the scenarios I take it as my personal responsibility to help him/her as much as I can." Give an example of calling a customer many times to solve the issue and to make sure that him/her was happy with the outcome. Please walk us through a problem you had with a problematic customer. How did you solve the issue (or were not able to solve it and why)? ️ Happens a lot. You need to show here that you don't loose your temper and you can manage these situations well. My response: "I ask for a pause, take a step back and analyze who/what will be affected with this and how it can be resolved. Then return back to the customer with your solution". Sample answer: One time a team that provides us the products specs changed them completely but the management(customer in this case) still wanted the product to be ready in 1 month. I took a step back made a quick analysis of the situation. Presented the management with my report backed up with numbers (numbers are always important) and ask them either to delay the product due date or pick some features to be left off. Seeing my numbers and my analysis they were cooperative in the end. Tell me the key thing to be successful at dealing with customers. ️ It is important to know that to be able to understand if a request is unreasonable, you REALLY know your product and your teams well. For internal customers: use numbers to influence them. For external customers: communication is key. Tell me about a time you overcommitted to a customer and was not able to meet his requests in the end. How did you solve the situation. ️ Sincerity is the key. Communicate that you really wanted to help but overlooked some aspects of the work. Admitting honestly that you overcommitted yourself is not a bad thing. You come up with an alternative solution to your customer "before" the deadline is reached. If you think you maybe have overcommitted, do not forget to communicate with the customer constantly and keep them updated. If your customer is "in the know" of the latest status, he/she will be more understanding. Tell me about a time when you had requests of two customers competed. How do you find balance in those situations? ️ In these types of situations, it is important to analyze if the needs of that particular customer Amazon Interview Questions with Approved Answers (Updated)