How an army of Amazon reps handles customer confusion — and rage

To deal with what Jeff Bezos has referred to as "defects," hundreds of workers at Amazon’s Kennewick customer-service center answer phone calls, reply to tweets and chat via video.

By Jay Greene

Full Story: http://www.seattletimes.com/business/amazon/the-view-from-inside-amazon-customer-service-center-in-kent/