Seven tips to take away from Apple’s customer service — Apple World Today

By Elea Andrea Almazora

There’s a reason why Apple is one of the most recognizable and popular brands worldwide. They’ve always done things their own way. When someone mentions Apple, the usual suspects come to mind, like iPhones, multi-purpose watches, MacBooks, and now the rumored Apple Glasses.

Apple has always represented quality and sophistication. While the products take the limelight, there’s a much less glamorous piece of the puzzle behind its business growth – it’s unrivalled customer service. 

Every single employee has bought into it, which has taken time. It’s a meticulously crafted strategy. But that’s not to say businesses can’t learn from it and look for new ways to improve customer experience.

Lessons from the Ritz Carlton 

Where did Apple’s unique approach come from? Surprisingly, it wasn’t a brainstorm session in a flash Silicon Valley office. Instead, Apple sent its store managers to attend the Ritz Carlton’s hospitality training. 

The Ritz Carlton is a hotel chain that provides the “ultimate customer service.” They go above and beyond, exceeding expectations and fulfilling ‘even the unexpressed wishes of its guests.

When Apple first opened its stores, it instilled these principles and goals in every employee. They wanted seamless, simple, and genuine customer service. Now, nearly 20 years after opening their first store, these are all clear to see. 

With that said, here are some tips to take away from Apple’s customer service. 

Choose Channels that Work for You 

Before 1997, Apple sold its computers through third-party chain stores and other outlets. Performance was steady, but something was missing. 

They recognized that they had no say in how Apple products were being sold. Subsequently, they cut ties with over 10,000 third-party retailers and moved their customer service in house. 

This gave them total control over customer engagement in-store and online. 

This radical change may not be possible for your business, but it’s always a good idea to assess what platforms need modifying.

For example, you may own a business that requires you to be on the move and out of office. A suitable channel may be a virtual phone number. This provides you with the flexibility you need to answer your customers’ calls from anywhere.