Beyond any doubt, Apple is one of the most successful companies in the world. As entrepreneurs, we can learn a lot from Apple. Why not rely on its list of secret recommendation to improve your customer service? To see how it works in praxis, you should address to Apple customer service with some minor difficulty and see how you get the support.
The matter is that all Apple employees are instructed very thoroughly on how to behave with customers and how to treat them. They get the manual with specific guidelines concerning the company’s standard in customer service. Recently, these recommendations have been made to the public, and we can study the best praxis from Apple.
The first thing in the manual is that Apple stands for:
- Approach clients with a friendly greeting;
- Ask politely to learn what the customer wants;
- Present a solution as soon as possible;
- Listen carefully and resolve any problems;
- End with a warm goodbye.
Let us discuss each of the listed recommendations in more detail.
Recommendation #1 – Approach clients with a friendly greeting
If you want to make sure whether Apple employees behave exactly as it has been prescribed or not, just drop into one of the Apple stores. As soon as you come into the store, you’ll be greeted by a friendly energetic employee. Typically, your picture will be taken so that an Apple Genius can recognize you when they are ready to discuss your problem and won’t have to shout out your name in a busy store. Everything will go quick, smooth and you will be offered a solution.
Apple employees are instructed to come up to a client within 10 seconds and as soon as the person enters the store. If you receive such a quick and warm welcome, you will never feel confused or puzzled in a big store. It will make you feel better about your visit and probably even more confident. So the first “A” - Approach clients with a friendly greeting - really works. Now let us discuss the second recommendation.
Recommendation #2 – Ask politely to learn what the customer wants
As soon as an Apple Genius is ready to discuss your problem, they will approach you and address you by your name. It always feels nice to receive a personalized greeting. Besides, Apple uses its own devices to take pictures for further client identification – great idea. The Genius will ask you what has gone wrong. The Genius would face while talking you and will keep an eye contact with you. Then you would be probably asked to give the Genius your device. It will be kept at a place where you’d be able to see it clearly. The Genius will explain all the steps taken during diagnostics. Some more questions might be asked.
This stage is very important as the customer is actively involved in conversation. Being engaged gives consumers a sense of control and importance. Apple employees do their best to give you this feeling. Now let us move on to the third recommendation.
Recommendation #3 – Present a solution as soon as possible
Apple employees are instructed to present solutions the same day a customer comes up to them with a problem. A client has to be able to take this solution home. It can either be the replacement of a device or purchase a refurbished gadget at a lower price if it is not under warranty. It depends on a situation, but you will be offered a solution on that very day when you appear in the store.
Recommendation #4 – Listen carefully and resolve any problems
Apple employees are trained to answer any of the consumer's questions and address all of their concerns. When a customer is offered a solution, he might still have some doubts or worries. An Apple employee has to address each of them. Moreover, a Genius has to do that in a friendly and amicable manner. When all questions are answered, and the client feels confident about the solution of the problem, the Genius’s work is over.
Recommendation #5 – End with a warm goodbye
As soon as the solution is found and all the questions and concerns are addressed properly, an Apple employee will walk you to the front door. You’ll be told that you were a pleasure to help and that a Genius will be happy to see you again in case anything goes wrong. This definitely counts as a warm goodbye.
Summary of Apple’s Recommendations on Customer Service
Apple stores are so profitable due to reason. People who work there do follow the guidelines given to them in the manual. They know and understand what Apple stands for and implement it on a daily basis. Customers are offered a warm welcome, they are asked questions, and they are listened to and offered solutions. Finally, they receive a friendly goodbye.
These five recommendations given by Apple can help any business to improve customer service, become better and more profitable no matter what industry you work in and what you do. Follow the secret Apple guidelines, and you will benefit from them greatly.