Amazon Leadership Principles Mock Interview
Master 30 Amazon Leadership Principles questions covering Customer Obsession, Ownership, and Dive Deep scenarios.
Question 2 of 30
Tell me about a time you dealt with an angry customer.
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"Anytime I deal with an angry customer, I let them get it all out. Listen to them, and mirror what they say so they know you've heard them. Tell them you hear them, and ask them to keep talking until they're all talked out. Then empathize with them and tell them what you will do for them. Make them feel valued and appreciated. Deescalate, mediate, and remediate."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
When answering this question, focus on your communication with the customer and how you put your empathy and active listening skills to work. Detail how you identified what dissatisfied the customer and the inventive ways you aimed to do better. Share how, in the end, you delivered a delightful experience for them.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
This question falls under their Leadership Principle of 'Customer Obsession.' The key to answering this question is captured in another quote from Jeff Bezos, who said, "Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf."
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