Module 3: Internal and External customers
Apple likes to say “The soul of the apple experience is in its people”, the internal customers who are trained, motivated and empowered to do what is right for the external customer. When you visit an apple store there is a purposefully designed customer experience part of which is communicated by apple’s internal customers. When you walk the store you are greeted with a warm friendly welcome within seconds of stepping inside. Apple’s internal customers are instructed to follow these 5 steps of service: Approach customers with a personalized warm welcome
Probe politely to understand all the customer’s needs.
Present a solution for the customer to take home today.
Listen for and resolve any issues or concerns
End with a fond farewell and an invitation to return.
Module 4: Social Styles of customers
Each customer is unique and different in their own way. Apple is provides to show the external customer they care by adapting to each of the customers different types of social styles. Being aware of a customer’s social style helps you to understand the behavior one exhibits when interacting with others. There are four different types of social styles each of which requires a certain solution to connecting and communicating to their needs. Drivers- usually control specialists which may not care as much to listen to what you are telling them. Amiable- likes to be support specialists who are good in decision making and works well with others. Analytical- feels the need to look at every conceivable angle before they feel satisfied. Expressive- People oriented and likes to express one self’s opinions and emotions.
Module 5: Customers with Disabilities
For more than 20 years, Apple has provided new and innovative solutions for people with disabilities, allowing them to access and enjoy using the Mac, iPod, iPhone, iPad, and Apple TV. Apple includes assistive technology in its products as standard features at...
Please join StudyMode to read the full document