Apple Store Employees Made This Music Video to Teach Customer Service Skills [Updated]
This video was produced by the staff of an Apple Retail Store as an entertaining way to teach Apple's customer service strategy. That strategy, based on one from the Ritz Carlton hotel -- widely acknowledged as the gold standard in customer service -- allows Apple Retail Store employees to assist customers without pressuring them to buy.
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"
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.
There are also the three A's -- three steps used with the "L" above to help alleviate customer concerns.
A - Acknowledge that their concerns are valid.
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.
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.
Update: The video has been removed.
Popular Stories
iOS 16 will include new ways of interacting with the system and some "fresh Apple apps," Bloomberg's Mark Gurman has said, offering some more detail on what Apple has in store for the upcoming release of iOS and iPadOS set to be announced in a few weeks at WWDC. In the latest edition of his Power On newsletter, Gurman wrote that while iOS 16 is not likely to introduce a major face-lift to...
YouTuber Unbox Therapy has shared a hands-on look at the iPhone 14 Pro Max using what he claims is a one-to-one replica created by third-party case makers with access to detailed schematics and dimensions for Apple's new upcoming flagship smartphone.
As with the iPhone 13 Pro lineup, in 2022, we are expecting a 6.1-inch iPhone 14 Pro and a 6.7-inch iPhone 14 Pro Max, but this time the Pro...
Apple earlier this week announced the discontinuation of the iPod touch, and because it was the last iPod still available for purchase, its sunsetting effectively marks the end of the entire iPod lineup.
To send the iPod on its way, we thought it would be fun to take a look back at some of the most notable iPod releases over the last 21 years.
Original iPod (2001)
Introduced in October...
Apple today released macOS Monterey 12.4, the fourth major update to the macOS Monterey operating system that launched in October 2021. macOS Monterey 12.4 comes over two months after the launch of macOS Monterey 12.3, an update that added Universal Control.
The macOS Monterey 12.4 update can be downloaded on all eligible Macs using the Software Update section of System...
Apple today released iOS 15.5 and iPadOS 15.5, the fifth major updates to the iOS and iPadOS 15 operating systems that were initially released in September 2021. iOS and iPadOS 15.5 come a little over two months after the launch of iOS 15.4 and iPadOS 15.4.
The iOS 15.5 and iPadOS 15.5 updates can be downloaded for free and the software is available on all eligible devices over-the-air in...
Earlier this week, well-known Apple analyst Ming-Chi Kuo claimed that Apple plans to release at least one iPhone 15 model with a USB-C port in 2023. Now, in a follow-up tweet, he has claimed that accessories like AirPods, the MagSafe Battery Pack, and the Magic Keyboard/Mouse/Trackpad trio would also switch to USB-C in the "foreseeable future."
Both the iPhone and all of the aforementioned...
Apple today released tvOS 15.5, the fifth major update to the tvOS operating system that first launched in September 2021. tvOS 15.5 comes more than two months after the release of tvOS 15.4, an update that brought support for captive WiFi networks.
tvOS 15.5 can be downloaded over the air on the Apple TV through the Settings app by going to System > Software Update. Apple...
Top Rated Comments
Really? Making fun of others' jobs and income makes you feel like more of a man. I can only assume you are a complete loser and/or a horribly inadequate lay.
This was a personal project from a former employee. Not really an official Apple project so I don't think the outcry is warranted. it was obviously created in humor to get the steps across.
However, the video clearly shows the BOH which is off limits to non-Apple folks.
Overall, it was obviously fun for them so what does it matter what anyone thinks about it. If you like it great, if don't great. makes no difference either way.
Second, the guy in this video was a manager at the time, and would do stuff like this alllllllllllllll the time. He was a really nice guy, and did a lot of crazy, goofy things like this.
It was meant to be goofy. It wasn't a promotional video, and didn't really get passed around or anything. We saw it at one store meeting, and that was really it. IIRC, it was edited in-store, and recorded after work one night. Fortunately, I wasn't in it haha.