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On a weekly basis, assessing the customer situation is crucial. Drawing from my experience at Amazon during 1999-2000 when I managed customer service, we held two weekly meetings. The first was a strategic session on Tuesdays, where we discussed new product launches, competitive scenarios, and performance from past holiday seasons. The second was an operational session that focused on customer interactions. We analyzed the reasons customers reached out for support, our response effectiveness, and the metrics of calls and emails received versus processed. The key takeaway was identifying the reasons behind customer contacts to enhance service quality.
