Customer Service Training at Amazon

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Amazon is customer-obsessed to the point that everyone has to be able to work in a call center. As part of a training session each year, Jeff Bezos asks thousands of Amazon managers, including himself, to attend a two-day call center training program. In the early days, Bezos had brought an empty chair to the meetings and informed his top executives that they should consider the empty seat as being occupied by a customer, who is "the most important person in the room." 

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https://www.linkedin.com/pulse/amazon-did-kill-retail-industry-alberto-brea