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Apple Store Employees Made This Music Video to Teach Customer Service Skills [Updated]
As Apple products generally sell themselves, the theory is that employees merely need to present the proper solutions to the customer based on their needs. Uncovering those needs is key to completing the sale and creating satisfied customers or "promoters" in Apple Store parlance.
The Apple Steps of Service, as taught during Core Training, which every new hire at Apple goes through:
A - Approach the customer with a "warm welcome"There are also the three A's -- three steps used with the "L" above to help alleviate customer concerns.
P - Position, Permission, Probe -- Tell the customer what you want to do, ask permission, and then ask them questions to determine their needs.
P - Present the appropriate product solution that fits their needs.
L - Listen to their concerns.
E - End with a fond farewell and an invitation to return.
A - Acknowledge that their concerns are valid.The video, which was well-received by employees at an all-hands store meeting, was posted by former Apple employee Kyle Sisson as part of his editing portfolio. It is a brief look into the back of house, where much of the video was filmed, an unusual occurrence at the intensely private Apple Store.
A - Align with the customer, agreeing that you would feel the same were you in their shoes.
A - Assure the customer that you will be able to solve their problem to their satisfaction.
Update: The video has been removed.