Amazon's internal metrics said customers waited under 60 seconds for customer service. Jeff Bezos picked up the phone in a meeting and waited more than 10 minutes. The head of customer service had been defending the number. Bezos said "Ok, let's call." He dialed Amazon's 1-800 line on speaker. The room sat there for over ten minutes before a rep answered. The metric didn't survive the meeting. Bezos has a saying: when the data and the anecdotes disagree, the anecdotes are usually…