Totally agree, the employees should take the company’s mission and objectives into account and own the customer service process instead of becoming a slave to the process itself. Also, thanks for highlighting the customer centric culture induced by Jeff Bezos at Amazon. At the end of the day, employee’s actions boil down to the culture promoted by the CEO. Recently, we have seen a similar pitfall in case of Uber too. As a matter of fact, I just did a Snapstorm (on Snapchat / Instagram stories) drawing a similar comparison on Amazon Vs United from a lens of customer service and culture.