12 Ways Apple Provides Outstanding Customer Service

Apple staff helping customers in store

Apple is well known for their outstanding customer service. In this article, we will take a look at some keys ways that Apple provides excellent customer care.

From providing knowledgeable support staff to allowing customers to easily contact them, Apple goes above and beyond to ensure their customers are happy. If you’re looking for customer service inspiration, check out these examples from Apple!

1. Apple’s steps of service

Apple’s customer service is based on the company’s values of respect, compassion, and commitment. These apple steps of service are evident in every customer interaction Apple has. Whether you’re speaking to an Apple support staff member over the phone or in person, you can be sure that they will go above and beyond to help you with whatever issue you’re having.

Here are Apple’s five steps of service, which spell out the acronym APPLE:

  • Approach customers with a personalized warm welcome
  • Probe politely to understand all the customer’s needs
  • Present a solution for the customer to take home today
  • Listen for and resolve any issues or concerns
  • End with a fond farewell and an invitation to return

2. Apple hires the best people

Apple is known for providing excellent customer service, and the company works hard to ensure that its staff is up to the task. The first step in hiring the best customer service staff is to identify the key qualities that are essential for the role. These include excellent communication skills, a willingness to help, and a commitment to provide a high level of service. Once these qualities have been identified, Apple can begin the process of recruiting and training candidates who possess them. The company uses a variety of methods to assess candidates, including interviews and role-playing exercises. This ensures that only the most qualified applicants are hired. As a result, Apple is able to provide its customers with the outstanding level of service that they have come to expect.

3. Apple’s training workbook

Apple’s genius training student workbook is a guide that helps new Apple geniuses become familiar with the company’s products and procedures. The workbook covers topics such as Apple product lines, Apple store layout, and Apple customer service standards. In addition, the workbook includes quizzes and tests that help geniuses assess their knowledge of Apple products and procedures. The genius training student workbook is an important resource for anyone who wants to become an Apple genius.

4. Empathy as a core value

In recent years, Apple has made empathy a core value. Apple’s commitment to empathy is evident in its Three F’s of Empathy:

  • Feeling
  • Flexibility
  • Fun

Feeling refers to the ability to understand and share the emotions of others. Flexibility means being open to different perspectives and willing to change course when necessary. And fun, of course, is essential to keeping people engaged and happy.

This focus on empathy has helped to make Apple one of the most successful companies in the world. It’s also a big part of what makes working at Apple such a special experience. As Tim Cook, CEO of Apple, has said: “We believe that diversity makes us stronger, and that inclusion makes us smarter.” By valuing empathy, Apple is creating a more diverse and inclusive company that is better able to serve its customers and employees.

Apple geniuses helping customers in store

5. Apple has Knowledgeable staff

One of the ways Apple provides great customer service is by ensuring that their support staff are knowledgeable and able to help with any issue. When you call Apple support, you will be connected to a real person who is trained to help you solve your problem. This makes it easy to get the help you need, without having to wait on hold for hours or search through a confusing FAQ section.

6. The Apple website

The Apple support website is filled with helpful articles and videos that can help you troubleshoot any issue you’re having. If you can’t find an answer on the website, Apple also offers live chat and phone support.

7. Apple offers extended warranties

Another way Apple provides great customer care is by offering extended warranties and coverage plans. With AppleCare+, you can get up to two years of technical support and hardware coverage. AppleCare+ also covers accidental damage, so you don’t have to worry about your phone if you drop it.

8. Apple is easy to contact

Apple makes it easy to contact them if you’re having an issue. Their website has a dedicated page for customer service, where you can fill out a form or start a live chat. You can also give them a call, and Apple has customer service representatives available during business hours.

9. Apple offers Trade-ins

Apple also offers trade-in programs so you can upgrade your device without breaking the bank. If you have an iPhone that’s in good condition, apple will give you a discount on a new one. Apple also offers recycling.

10. Apple holds workshops and events

Apple sometimes offers free workshops and events at their retail stores. They offer classes on everything from using your iPhone to taking better photos. Apple also has geniuses available at every store, so you can get one-on-one help with any issue you’re having.

11. Apple has a 14 day returns policy

Apple also has a great returns policy. If you’re not satisfied with your purchase, you can return it within 14 days for a refund. Apple also offers free shipping on all returns, so you don’t have to worry about spending any extra money.

12. Apple is updating

Apple is always innovating and improving their products. They regularly release software updates that add new features and fix any bugs. Apple also releases new hardware products on a regular basis, so you can always upgrade to the latest and greatest iPhone or MacBook.

When it comes to customer service, Apple goes above and beyond to make sure their customers are happy. If you’re ever having an issue, be sure to check out their support website or give them a call. Apple is a good example of great customer service, and they are always innovating to make sure their products are the best they can be.

  • Florence Coliskey July 3, 2023, 1:32 am

    Sorry to say I did not have a good experience at the Apple Store in Danbury today. I was there to have my iPad restarted. Actually had 5 associates trying to help, one after the other. After 90 minutes I was told there was nothing they could do and I should buy a new one. Got another associate who looked at my iPad and said “wait a minute I’ll be right back” he then started helping another customer and said he’ll be right with me. After 15 minutes of watching him help another customer, I felt unwanted and left. Too bad he lost a sale. Still feeling bad because now I have no iPad and really thought I would come home with one. Miss my iPad.

    • Surekha January 28, 2024, 7:36 am

      Why does all your stores in Gauteng South Africa have such bad reviews? You’ll are rated less than a 4! I need to get a product from your store, am I going to be another disappointed customer? Why have you’ll not upgraded your customer service support at your outlets?

  • Seth L July 19, 2023, 4:10 am

    I get a good customer service from apple via chat it was as easy as eating an icecream. I was doubting that they could help me without oaying but sudenly there I was puzzled and wondering if it was real becasue most of other companies I use they have some discourteous esponses that normally given by robots or AI or whatever they use. One even rerached to answering my call with broken sounds calling themselves Judith or… But not apple and this will make me keep using apple even if things go worng I know they will fix them. Thank you apple.

  • Mr Loh Ngai kun August 13, 2023, 2:38 pm

    My daughter and I were at the Apple Centre at Marina Sands sometime between 8-9:30pm tonight because she needed urgent assistance after her computer suddenly shut down. We did not have an appointment but decided to try our luck as my daughter’s A levels is just around the corner.
    By God’s grace, we met a very kind and professional Apple staff by the name of Ms Fatin. She attended to us even though we did not have an appointment. She was very understanding and patient, and did her very best to sort out the computer, mindful of the fact that my daughter’s exams were just around the corner. She gave professional advice on the likely outcome of sending in the computer for repair and offered alternative options on how to cope in the interim period. She also bothered to find out how to retrieve my daughter’s data from her current computer. All in all Ms Fatin stayed 45 minutes beyond her call of duty, patiently explaining the whole process of Apple computer repair. We are very grateful for the advice, assistance and understanding rendered by Ms Fatin and are truly appreciative of her wonderful efforts to reassure and encourage us throughout this process of a computer breakdown!

  • Sue Cota September 7, 2023, 4:29 pm

    I’m trying to watch a specific episode of a show and it won’t let me go back and access it. How do I access the episode? It somehow skipped the last episode in season 1 and jumped to season 2.

  • Robert stevens October 10, 2023, 8:09 pm

    Very poor
    Have had iPad Pro for 8 mths wouldn’t charge got told they wouldn’t honour years warranty as it could of been accidental damage 79 yrs old and they wanted us to pay £869 for refurbished model or buy a new one disgusting customer service

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