Excellence in Customer Service Standards


I recently had visited an Apple store because the mute switch on my iPhone 6 had never worked reliably since new and I had decided to ask for a repair or replacement.

I expected great customer service but I got two surprises.

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For the most part my experience was great just as I expected.  Previous visits had left me expecting to be welcomed into an environment which was well organised and running like clockwork.

Being told the iPhone had a hardware fault and would be replaced on the spot was what I had expected based on Apple’s commitment to good customer service and hardware quality.

The first surprise occurred when an Apple staff member walked over to where I was being helped with a question he needed to ask his colleague who was helping me.  What surprised me was being asked politely whether I would mind if he asked his colleague a question.  We were not even in active conversation at the time.  What stood out was he treated me as the most important person of the two even though I was not the one he needed help from.  Impressive.  Left me feeling important and respected as a customer.  In most other busy retail stores I would have been ignored and the staff member would have just asked the question.

The second surprise was being told that Apple would restart the warranty again because they were giving me a new phone.  So I got an extension on the warranty period without asking for it and without expecting it.

Two excellent gestures which demonstrated the company’s customer first perspective.

Whilst I could have been left with feel negative and frustrated by a manufacturer’s hardware fault in fact I left feeling positive.

How does your staff training and warranty policy compare?

Do your staff understand when a staff member and customer are together the most important person is the customer?

Do you automatically restart your warranty period when providing a new replacement due to a hardware fault?

Great job Apple!

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