Page 129 - The Apple Experience

that people will pay a premium for exceptional customer service and
technology that is simple, elegant, and easy to use.

Here’s another example of presenting a solution the customer can take

home today. I actually witnessed this conversation in an Apple Store when a

customer complained about an iPhone that needed to be repaired, yet she

could not get an appointment that day. The customer was demanding and

somewhat rude, but the employee kept his cool and stuck to the five steps of

service.

Employee: We can help you resolve the issue with your iPhone,
but our Genius Bar is appointment driven and no techs are

available to help you right now. I apologize, but we have no

appointments left today. But ma’am, if you want someone to
look at your iPhone today, there is another store that’s fairly

close. I can check to see if they have any openings today. If they
do, can I make you an appointment for today?

Customer: No, that’s not necessary.

Employee: Well, in that case, would you mind if we scheduled

your next appointment together? We have an opening tomorrow
morning, and I can get you in.

Customer: Sure, I’ll take it.

In this scenario, the customer is still a little bitter, but we see the Apple

employee taking the extra step to make sure the customer does not leave

completely frustrated. The customer was presented with an alternative
solution. She refused the solution to drive to another store the same day, but

she did take the second choice for an appointment the following day. The

customer came in grumpy because her iPhone was having problems and left

reasonably happy, even though the problem had yet to be resolved.