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The Key Link Is Organizational Strategy and Training
Most of us are very familiar with the Amazon corporation and the phenomenal record of growth it has shown. Yet, not many of us know what goes on beneath that record of growth, and how the company functions based on a strongly developed corporate strategy. In your studies for this unit, you read an article, "Jeff Bezos Explains the Next Step in Amazon's Strategy," in which Bezos explained one strategy step called "customer delight."
For a minute, assume you are in charge of developing a training program to help Amazon meet that goal of "customer delight." (One definition of delight is to give great pleasure, satisfaction, or enjoyment.) Your role is to train Amazon employees who answer the telephone.
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