Discuss a time you went above and beyond for a customer.
"One of my staff members passed a customer call to me. This customer was upset that a part they ordered for overnight shipping hadn't left the warehouse yet. I immediately refunded the cost of their shipping, got on the phone with our warehouse, made sure they sent the part out overnight, and personally saw that it got on the delivery truck in time for it to arrive the next day. I then also sent them a coupon for a future shopping experience. Sometimes all it takes for your customer to feel satisfied is to empathize and handle their situation personally."
Many Amazon Leadership Principles are intertwined. Part of their company culture centers around operating as if it is 'Day One' of the business, where the entire focus is on the customer. When answering this question, fully embrace this mentality to exhibit that you already embrace their culture. Convey how you give your all and that your standard is going above and beyond for your customers.
As Jeff Bezos puts it, "There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality."
Focus on the Amazon leadership principle, 'Customer Obsession,' which states, "Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers." Reframe this interview question as, "Name a time you were obsessed with over-delivering for a customer."
Unlock all 30 Amazon questions
Prepare for behavioral questions tied to Amazon's 16 Leadership Principles framework.
Get Started