Hark back to the days when companies invested all their time
and effort in creating the best experience in sales showroom (brick &
mortar or online). Best locations, fancy interiors / layouts, eye-catching
displays, and trained and courteous staff. Service centres / exchange
counters were relegated to dingy outlets or basements, with no process or
promise to speak of. So when your product needs service, frustration is high.
All this changes with Apple iCare.
My experience with the iCare centre was nothing short of
Customer Delight with a 5-star rating. Walk
into an Apple iCare centre and you will know that once again Apple shows the
way. Known as masters of product innovation, they have extended their passion
to customer service as well.
Apple is known to be
ultra-fastidious about how their product showrooms look. The Apple iCare
customer service centres are no different. Every franchisee has to adhere to
the guidelines to the last hair’s breadth.
An iPad at the entrance lets you register yourself and get a
(paperless) token no. Pristine white benches, arranged in military precision
allow customers to wait while their token and counter No. is announced on large
plasma screens. Expert and friendly iCare staff behind equally pristine white
counters will help you with the problem and provide solutions. All key
transactions are reinforced and updated with regular SMS and email messages.
What’s more, the iCare centres are open all 7 days for about 10 to 12 hours.
Welcome to fabulous customer service that at times looks and
feels better than a buying experience!
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