We were just patient and super polite: "boy, really busy today! Thank so much for helping us, here's the broken iPhone." blah blah blah. ![]() ![]() No AppleCare or anything, nor did we ask for it. I don't know if it was specifically because of this policy, but my wife had a cracked screen replaced on her 6 Plus (this was several years ago) at an Apple Store twice, for free, once out of warranty. If you were really nice, there were all sorts of perks the CS agents were allowed to give. No free shipping, no free replacements, no bonuses, etc. It was absolutely a written policy that if someone called with an order, warranty, customer service, quality, or other problem, the moment that caller became a dick, the goal was still to drive to a solution, but no free stuff, period. ![]() Several years back, my wife worked in customer service for a well-known clothing manufacturer with a strong direct-sales presence. The root of this idea-polite, even super-polite people get the most rewards from customer service-is not that unusual, I don't think.
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