CX fail: Amazon’s CSR script

Here is a transcript of a recent interaction between a friend of mine and a CSR at Amazon. This obvious ‘fail’ is especially funny, considering that many companies look to Amazon as a leader in usability and good CX.

Amazon: “Thank you for holding. Can you please give me your order number or e-mail address?”
Customer: “Here’s my e-mail …”
Amazon: “Thank you, sir. For security purposes, we need to confirm your identification. Can you please confirm your e-mail address?”
Customer: “But I just gave that to you!”
Amazon: “No, sir. We need your e-mail address, also known as your electronic mail address.”
Customer: “@!*^@* you, Amazon!”

I don’t think the call actually ended that way, but the sentiment is clear. Bad CX, Amazon.

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