Recently I had debilitating computer problems. Running the gauntlett of customer service was not something I was particularly excited about. Although computer problems are a pain in the patuki, Apple made it as easy as possible. Here’s the things I appreciated about the experience. (Keep in mind I paid for Apple Care last year so everything was free)
- With their online site you can schedule your service call or have them call you immediately. Brilliant! No waiting on the phone for hours.
- Everyone I talked to was an American. Not that I don’t value international service, but there was no communication barrier at all. Helpful when dealing with technical info.
- Tracking me with a case number and generous note-taking they immediately scheduled a Genius bar appointment at the local Mac store and I didn’t have to explain myself again.
- I don’t know what Apple’s hiring methods are, but they do a great job of hiring the right people for the job. Every customer service expert was a great communicator, friendly and incredibly knowledgeable.
Yep, something broke on my “infallible” Mac and even though it was a pain to be without my computer for a couple of days I was pleased with my Apple customer service.
What I learned about Apple was that customer service wasn’t an afterthought. They value the customer’s experience of their company enough to make the process great. Although Apple isn’t perfect I’m starting to understand people loyalty to their brand.
What does this teach us about people experience with our organization?
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