Detours that Score
Be a Genius in Customer Service
Apple's former Senior Vice President for Retail has often referred to the genius bar as the heart and soul of our stores.
As a loyal Apple customer, I believed that statement to be true until last week.
Somehow my inner ADD genius created 2 different user names and passwords for my Apple products. I forgot both, and soon, Apple blocks me quicker than one can block a "friend" on facebook! Yes, I created the problem and had full faith in Apple's support team and onsite customer service. Getting to the genius bar was harder than getting into a bar underage with a REALLY bad fake ID.
TIME
It's expected to have a wait time. It's expected to take time to resolve the issue.
It's not expected to have a wait time feel like I'd make it to age 75 faster than my own mother!
TAKEAWAY:
Wait time ... when providing customer service, know the line between what's acceptable and disrespectable.
EXPERIENCE
I do not know if all geniuses are created equally. My first genius was at the end of her shift. She understood the issue and didn't know how to resolve it. She wants out and kindly recommends for me to WAIT 25 more minutes for a phone call with a higher genius.REALLY?
So, now I'm sitting at the genius bar on hold for a higher genius (HG) when 2 geniuses approach. My thought is I've been here for 2 hours and I'm not leaving or hanging up on HG until we acheive success.
After 4.5 hours, 3 geniuses, 1 HG ... the goal was met. You could see the relief in our faces and I'm assuming (HG) mirrored us!
TAKEAWAY:
Experience ... define what an average or exceptional customer experience looks like for you; now imagine that for your clients.
That day, the genius bar had no heart and little soul. It was the 2 random geniuses and an HG who took decided to pick up and push through what someone else didn't do in order to arrive at success.
You don't have to be a genius to give genius customer service!
Till Next Time!
Take What You Learn & Make A Difference With It!
Anastasia
