> For the complete documentation index, see [llms.txt](https://garylai1990.gitbook.io/behavioral-questions/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://garylai1990.gitbook.io/behavioral-questions/leadership-principles/customer-obsession.md).

# ⭐️ Customer Obsession

{% hint style="success" %}
Leaders start with the customer and work backward. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.
{% endhint %}

Amazon 是一個巨型的電商平台，他們所面向的消費者看起來很直覺，就是在 Amazon 購物的客人，可是 Amazon 對於「Cusomer」的定義其實很廣，不僅止於買東西的客人，也當然不僅止於有花錢的客戶，每個人所做的事情，一定是面向某些個體，所有受惠於你所做的事情的個體，都是客戶，例如：如果是做公司內部軟體的工程師，「客戶」可能是公司內部的其他員工。

我們需要要很清楚他們需要的是什麼，我們要怎麼的幫助他們解決需求。

* Who was your most difficult customer?
* Give me an example of a time when you did not meet a client’s expectation. What happened, and how did you attempt to rectify the situation?
* When you’re working with a large number of customers, it’s tricky to deliver excellent service to them all. How do you go about prioritizing your customers’ needs?
* Tell the story of the last time you had to apologize to someone.
* Tell me about a time you came up with a solution that customers didn’t ask and they end up like it.
* Tell me about a time that customers tells you they want something but you know that’s not really what they want.
* Tell me about a recent situation in which you had to deal with a very upset customer or co- worker.


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