Building Amazon’s Customer Service Organization | Colleen Byrum & Jane Slade

Invent like an Owner with Dave Schappell

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3+ y ago 48:23

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Today, in the Invent Like An Owner Podcast, Dave speaks with Colleen Byrum and Jane Slade. The discussion surrounds how the Customer Service team wasn't just the people in the Customer Service department, but everyone who joins the company. In the early days, almost all employees got trained in Customer Service support, even engineers and SVPs!

Jane Slade, former director of Customer Service Strategy - Customer Experience, Product Development, Finance, and Operations. Colleen Byrum, former director of Customer Service and former VP for Amazon.de and Amazon.co.uk. Recently, both were working at Freightera.

Episode Resources:

Colleen Byrum’s LinkedIn
Jane Slade’s LinkedIn
Freightera Freight Marketplace
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What to Listen For:

00:00 Intro
02:03 What customer service support was like in the early days
04:09 Varying questions from Amazon’s early adaptors
05:58 Training for customer support was done basically side by side
06:57 Mid-May 1996 was the first flood of customers
08:40 Early customer support was phone-only before email became dominant
09:45 Jeff Bezos liked to hire smart people (advanced degrees were a good proxy)
12:00 The number one Customer Service question
12:32 What happened after the Wall Street Journal surge?
19:04 Jeff looked for intuitive qualities in people
20:57 Massive search to fill up shortage in Customer Service headcount
22:50 Amazon Customer Service support scaling up
25:33 Third party CS software could not keep up with the existing volume
29:15 Customers call because something went wrong
31:43 Figuring out which orders should go first
34:48 Key metrics in sending and tracking orders
36:18 Hands are full during Christmas and people are being sent to distribution centers
39:11 Customer Service is an incubator for other jobs in Amazon
40:32 Working around very small vendors for books
42:47 What’s the most memorable online complaint?
44:07 CS lessons for startup companies

15 episódios

#Careers #Entrepreneur #Business #Dave Schappell #Amazon #History #Innovation #Inventions