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4 PRIMARY CUSTOMER SEGMENTS AT AMAZON

1. CONSUMER
2. SELLER
3. CONTENT CREATOR
4. ENTERPRISE

6 ESSENTIAL SKILS COMPETENCIES

1. COMMUNICATE WITH CONFINDENCE

• Speaking with confidence earns trust. Effective communicators have a calm, self-assured tone. They are always direct; they are never confusing.

1. USE EMPATHETIC LANGUAGE AND TONE

• Using empathetic language and tone fosters human connection. Demonstrating empathetic behavior allows someone to feel like the other person understands what it feels like to be in their shoes. Empathetic words acknowledge issues, their impact, and frustrations.

1. DEMONSTRATES ACTIVE LISTENING AND READING

• Active listening and reading promote respect

1. DEMONSTRATES PROBLEM SOLVING SKILLS

• results in creative resolutions.

1. MAINTAIN POSTIVE POSITIONING

• affects how people experience and overcome a difficult situation. It involves delivering not-so-ideal information in the best way possible.

1. DEMONSTRATES RESPONSE REGULATION

• promotes trust and well-being. Others trust us when we remain calm and poised in the face of a challenge, especially when they are seeking our help and began the conversation feeling frustrated.

Remember: High behaviors are "medium plus." This means that in order for an example to be "high" it needs to demonstrate the medium criteria, but also go beyond the medium criteria to raise the bar on the Seller experience.