Customer Service at Apple Apple\'s Customer Service

Customer Service at Apple

Apple's customer service is among its strongest features. Its innovative in-store checkout and support methods and its highly qualified staff of in-house technical support agents help keep Apple's customer service standards up to par with the high product standards cited in the company mission.

Among the most important of objectives for Apple when it comes to customer service is the level of knowledge possessed by each of its customer service specialists. In-store technical support personnel are identified as Apple Geniuses and, as the article by Ernst (2013) points out, they are usually able to live up to this title when handling your customer inquiries. This is the because Apple has placed knowledge among the most important features of its collective working culture.

Its effectiveness at achieving this aim may be measured by the level of customer satisfaction experienced by those completing in-store appointments or technical support phone calls. Apple's Target should be 100% satisfaction, if not with the outcome of an interaction with customer service, at least with the knowledge demonstrated by service agents. A good action in support of this objective would be the use of surveys for customers departing from appointments or calls as a diagnostic tool for apparent areas of need.

Objective 2:

Another critical feature of excellent customer service, especially in this day and age, is superior security against hacking and cyber attacks. Because Apple compiles extensive information about customer purchases and credit information, powerful security and encryption are essential.

Success in this area may be measured by the number of overall security breaches which occur at any level of Apple's operation, be they through its web applications, its user interface or its private databases. Again, in this instance, only 100% security against breach is acceptable for Apple's customers. The target must be to reduce the risk of system penetration to as close to zero as possible.

Unfortunately, according to the article by Isaac (2013), Apple was recently one of a number of high profile tech companies whose systems were penetrated by hackers. This denotes the need for Action aimed at raising Apple's defenses against increasingly sophisticated modes of infiltration.

Objective 3:

A third customer service objective revolves on Apple's general working culture. It is important that customer service personnel establish a positive rapport not just with customers but with one another. This objective serves to improve morale and is measured by the level of collegiality in any given Apple retail store.