Phil Hauck's TEC Blog

Saturday, July 2, 2011


Here are Apple's "steps of service" for employees of their Apple retail stores:
A: Approach customers with a personalized, warm welcome.
P: Probe politely to understand all the customer's needs.
P: Present a solution for the customer to take home today.
L: Listen for and resolve any issues or concerns.
E: End with a fond farewell and an invitation to return.
(WSJ, 6/15/11)

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