I would disagree about his suggestion that employees ask for the customer's first name. I've had employees do that to me before as a customer, and to be perfectly honest, it's kinda creepy. A bit too personal. Some people just aren't comfortable giving out their name when they're just browsing in a store. You don't want to scare away a customer by getting too personal. Carmine doesn't know what he's talking about when it comes to that.
For some people it might be a bit too personal, but for a little of people it's a perfect way to catch them off guard and make them feel comfortable. Introducing yourself to the customer and asking their names can be a perfect way to start off a conversation and creating a good bond with the customer. It's important in retail to make your customers happy, and not just take the money out of their pockets and kick them out of the door. You do want to see them back and you do want them to recommend your store to other people. Of course, you can always calculate the kind of person that walks into the door and create a personalised welcome. Say for instance a person has some really nice new shoes, you can ask him where he got those shoes from and start the conversation from there. People love chatting, and if you start chatting with a customer, you can discover many needs a customer has to find the appropriate solution.
I don't see this happening in two Australian Apple Stores that I have visited. Specialists are arrogant. They are full of themselves because they think Apple is a big brand and they work for Apple. I'm a Mac user for more than 12 years and I have bought several Apple products for myself and my friends. I ended up buying more than 10 MacBook Pros time to time from a friendly reseller. When a company gets huge it is indeed difficult to manage. I think it's time to stop boasting about Apple Stores.
They were actually pretty cool at the beginning. The last 2 years however something went really wrong. They left the agent statistics up to the computers, The good managers were sent away. They kept asking for us to get the customer off of the phone faster. The orders from up on high started not making sense. I only stayed the last two years because the Sacramento area really is jobless and I needed to eat.
Being a manager in retail myself apples steps of service seem to be spot on to get the customer what they need. Ive just e-mailed this on to my fellow managers to see how they feel to this
Yep. It's the typical retail mantra: someone has a magic incantation that summarizes the essence of the retail process. Like that at every job I've ever had.
Apple has the worst customer service in countries that dont have Apple Retail Stores like here in the Philippines for repair/replacement they have to send it to Singapore and it will take 30-45 days. Also, we have to deal with 3rd party authorized service centers that charge us double. I lost the case of my AirPods and replacement should only be $69 but service center is charging me $130. Unbelievable.
Lmao if you're making a video, make sure that anything static (always presented throughout the video in the foreground) is not going to block or obstruct anything the viewer might have to look at or read.
My wife stormed out of an APPLE store because they lied to her repeatedly and delayed her purposely with their "appointment" games! It took 6 hours to get her phone checked and replaced that should have been an hour at maximum. Apple store location: Fashion Mall Carmel, Indiana. This was about a warranty issue due to an I phone speaker that failed.
Of all the corporations that I have dealt with in my entire lifetime Apple is hands down the worst customer service experience that I have ever had. I purchased Apple Care. Had a problem with my iPhone 6. After months of dealing with them and the problem not being fixed because they couldn't figure it out, I decided to write a letter to CEO Tim Cook. He obviously doesn't read his correspondence because he is insular and doesn't care about his customers. The letter was handled by some women in Corporate Executive Affairs who couldn't resolve the matter either. When I asked if I could complain to somebody above her she said that she owned my case and that I couldn't complain to anybody else. So in other words, they took my money for Apple Care, couldn't resolve my issue, and gave me no additional outlets to complain to when the problem remained unresolved. I will never purchase an Apple product for the rest of my life simply because of their terrible customer service. I've never had such a bad experience with any other corporation or business in my entire life other than Apple. The fact that they do not even have a Senior Vice President of Customer Relations on their executive speaks volumes of how much they don't care about their customers. Don't buy Apple Care, because in all honestly it should be called Apple Don't Care!
Today I had the worst customer service from Apple, they wouldn't even answer my questions about iTunes backup and restore and they said I had to pay 20$ for then to actually help. Microsoft had way better service and helped me in less a minute with, even Chuck E Cheese had better service. Never buying any Apple products again.
Hi Bob, That seems like a really odd thing. Are you sure you were at an Apple Store and not an Apple Premium/Authorized Reseller? Apple Store employees should answer your question about iTunes. It is possible that if you went to an APR or AAR they consider that a service and might ask money to answer your question.
Bob, Applecare Support are obliged to help you with iTunes to be honest. I've worked at Apple and I know for a fact anything related to iTunes or Apple's cloud-based services have free Applecare support. Also, if you're being nice and are having problems with a product usually they'll just help you without mentioning the $20.
I would disagree about his suggestion that employees ask for the customer's first name. I've had employees do that to me before as a customer, and to be perfectly honest, it's kinda creepy. A bit too personal. Some people just aren't comfortable giving out their name when they're just browsing in a store. You don't want to scare away a customer by getting too personal. Carmine doesn't know what he's talking about when it comes to that.
For some people it might be a bit too personal, but for a little of people it's a perfect way to catch them off guard and make them feel comfortable. Introducing yourself to the customer and asking their names can be a perfect way to start off a conversation and creating a good bond with the customer.
It's important in retail to make your customers happy, and not just take the money out of their pockets and kick them out of the door. You do want to see them back and you do want them to recommend your store to other people.
Of course, you can always calculate the kind of person that walks into the door and create a personalised welcome. Say for instance a person has some really nice new shoes, you can ask him where he got those shoes from and start the conversation from there. People love chatting, and if you start chatting with a customer, you can discover many needs a customer has to find the appropriate solution.
How about the AFTER SALES? jUST ASKING
So awesome, but the funniest bit was when the acronym came up combined with the F already on the screen!
Fair enough, makes more sense
How long did you work for Apple?
F-A-P-P-L-E
No one greeted me when
I don't see this happening in two Australian Apple Stores that I have visited.
Specialists are arrogant. They are full of themselves because they think Apple is a big brand and they work for Apple.
I'm a Mac user for more than 12 years and I have bought several Apple products for myself and my friends. I ended up buying more than 10 MacBook Pros time to time from a friendly reseller.
When a company gets huge it is indeed difficult to manage.
I think it's time to stop boasting about Apple Stores.
They were actually pretty cool at the beginning. The last 2 years however something went really wrong. They left the agent statistics up to the computers, The good managers were sent away. They kept asking for us to get the customer off of the phone faster. The orders from up on high started not making sense. I only stayed the last two years because the Sacramento area really is jobless and I needed to eat.
Anyone in my class here 👋
Being a manager in retail myself apples steps of service seem to be spot on to get the customer what they need. Ive just e-mailed this on to my fellow managers to see how they feel to this
Yep. It's the typical retail mantra: someone has a magic incantation that summarizes the essence of the retail process. Like that at every job I've ever had.
Apple has the worst customer service in countries that dont have Apple Retail Stores like here in the Philippines for repair/replacement they have to send it to Singapore and it will take 30-45 days. Also, we have to deal with 3rd party authorized service centers that charge us double. I lost the case of my AirPods and replacement should only be $69 but service center is charging me $130. Unbelievable.
its NOT the employees that make us go to the store, is the devices, architecture and store design
True but everything can be affected by the right/wrong salesman or woman .
A hellish job yet you stayed with them for 6 whole years? Interesting.
Kool Kombz
Kool kombz
1:11
Lmao if you're making a video, make sure that anything static (always presented throughout the video in the foreground) is not going to block or obstruct anything the viewer might have to look at or read.
:)
My wife stormed out of an APPLE store because they lied to her repeatedly and delayed her purposely with their "appointment" games! It took 6 hours to get her phone checked and replaced that should have been an hour at maximum. Apple store location: Fashion Mall Carmel, Indiana. This was about a warranty issue due to an I phone speaker that failed.
Of all the corporations that I have dealt with in my entire lifetime Apple is hands down the worst customer service experience that I have ever had.
I purchased Apple Care. Had a problem with my iPhone 6. After months of dealing with them and the problem not being fixed because they couldn't figure it out, I decided to write a letter to CEO Tim Cook. He obviously doesn't read his correspondence because he is insular and doesn't care about his customers. The letter was handled by some women in Corporate Executive Affairs who couldn't resolve the matter either. When I asked if I could complain to somebody above her she said that she owned my case and that I couldn't complain to anybody else.
So in other words, they took my money for Apple Care, couldn't resolve my issue, and gave me no additional outlets to complain to when the problem remained unresolved.
I will never purchase an Apple product for the rest of my life simply because of their terrible customer service. I've never had such a bad experience with any other corporation or business in my entire life other than Apple.
The fact that they do not even have a Senior Vice President of Customer Relations on their executive speaks volumes of how much they don't care about their customers.
Don't buy Apple Care, because in all honestly it should be called Apple Don't Care!
+Jade Sambrook what was the problem?
You are in the 0.000001% then my friend. Customer sat is through the roof for Apple.
Stats are rising in the complaint department, so don't get your panties in a wad "my friend"
Today I had the worst customer service from Apple, they wouldn't even answer my questions about iTunes backup and restore and they said I had to pay 20$ for then to actually help. Microsoft had way better service and helped me in less a minute with, even Chuck E Cheese had better service. Never buying any Apple products again.
Hi Bob,
That seems like a really odd thing. Are you sure you were at an Apple Store and not an Apple Premium/Authorized Reseller? Apple Store employees should answer your question about iTunes. It is possible that if you went to an APR or AAR they consider that a service and might ask money to answer your question.
Ian Ni, this was when I called them on the phone.
Bob, Applecare Support are obliged to help you with iTunes to be honest. I've worked at Apple and I know for a fact anything related to iTunes or Apple's cloud-based services have free Applecare support.
Also, if you're being nice and are having problems with a product usually they'll just help you without mentioning the $20.