The cover story of Forbes April 23 issue, “Inside Amazon’s Idea Machine,” is well worth reading along with the inside story, “Jeff Bezos’ 10 Top Leadership Tips.” Tip Number 9 goes like this:
9. “Everyone has to be able to work in a call center.”
Complaints can be devastating in the age of viral tweets and blogs. Bezos asks thousands of Amazon managers, including himself, to attend two days of call-center training each year. The payoff: humility and empathy for the customer.