Recent research from US Company RightNow, found that 66% of customers cited customer service as the biggest driver for encouraging greater spending. This would have to be the case with Apple.
In this short video clip, Carmine Gallo from Forbes reveals the 5 Customer Service steps that every Apple employee uses. These steps are simple yet very powerful, if we look at how successful Apple has been over the past few years. Still number one by a long way in sales per square metre.
The 5 steps are an acronym of the Apple logo as follows:
A = Approach
P = Probe politely
P = Present a solution they can take home today.
L = Listen and resolve issues
E = End with a friendly farewell
The steps can easily apply to all retailers with a bit of tweaking and are simple for staff to understand – this is one of the keys to getting it to happen consistently.
As Carmine says “If you make people happy, they’ll reward you with their loyalty”
Enjoy the video.
Roger Simpson – CEO, The Retail Solution and Author of “The Retail Solution” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service and selling skills.