>Did you know that more people now visit Apple’s 326 stores in a single quarter than the 60 million who visited Walt Disney Company’s four biggest theme parks last year? According to the Wall Street Journal, Apple is a pioneer in many aspects of customer service. Sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. Their job is to understand all of the customers needs – some of which they may not even realize they have.
To outline the approach, the acronym APPLE is used to define their guidelines of successful service:
A: Approach customers with a personalized warm welcome
P: Probe politely to understand all the customer’s needs
P: Present a solution for the customer to take home today
L: Listen for and resolve any issues or concerns
E: End with a fond farewell and an invitation to return
Apple knows great service is not just luck, but must be planned and managed. Employees must be trained to know the service standards and approach.
Have you made it clear to your management staff and employees?