Being relaxed gets results
CUSTOMER SERVICE WITH A SMILE
What is the point of being angry with a customer service person, when a product fails? Absolutely nothing! I’d like to share a positive personal experience with the Apple store.
My iPhone X was doing some weird things. At first I thought it was me. I arrived back in Sydney to a heat wave! And let’s be honest, we all go a bit nuts when it’s 40 degrees and humid. I rang Apple, the technician did some tests and we both decided it would be better to visit their Genius Bar. It was relief to know that the device malfunctioning.
On entering, the store was full. I was directed to wait near the Genius Bar. I was greeted by a friendly Apple employee who checked me in.
My tech person was a 20-something female, who was really pleasant. She asked a couple of questions, listened intently, did some phone analysis, explained what she saw, and said she wanted to replace it with a new one.
I was delighted.
Her comment : “You’re so relaxed about this. Thank you.”
I laughed because surely it was supposed to me thanking her. The whole experience took less than 15 minutes.
What I liked most was she made me feel important. She listened and validated the malfunction was a technical issue and not my fault.
#TIP Stay CALM AND REPORT THE FACTS. KEEP EMOTIONS OUT OF IT
As she went to collect my new phone, I witnessed a 30 something man increasingly grow angry. He explained he had been waiting for 10 minutes. For such great service, most people would wait half an hour. Or reschedule their appointment for when they aren’t so time poor.
How many times have we waited 45 minutes at the doctors, to be seen for a 10 minute appointment? At Apple you speak to the most vibrant, intelligent, ‘can do’ employees, who make the whole experience seem effortless.
It’s pointless getting upset with a customer sales person, or a technician when there’s a fault with your device. They didn’t make it. They are there to provide you with customer support.
When you relax, you will naturally feel calm, and this will always get you better results.
In my case, I got a brand new phone.
What’s the best customer service experience you have had recently? Let’s celebrate businesses who work hard to help their customers.