There is a PaxEx thing in this – but we’ll get to it in the article.
Most of you know that I’m pretty much signed up to the Apple Inc’s owners club, operating iPhones since the iPhone 3G, and Macs since the last generation of the iBook/First Gen MacBook
There are lots of reasons to consider other vendors – be it the virtual lock-in/walled gardens, the lack of “customisation”, or openness.
But there’s one big reason why I’d go Back to Mac or Back to iPhone every time – and it’s the customer service the company supplies.
Today’s little incident relates to my iPhone 7 (which I got when I upgraded last year), with Apple Care Plus (through Apple’s iPhone as a Service concept).
I was messing around with the phone today – trying to get the mute rocker to work… and… simply put – it wasn’t working.
I was settling into a long wait for a Genius Bar appointment (which the Birmingham Branch knows how to do well sometimes). A random check revealed there was a one appointment available.
With a hurry and a click, it was booked for later on that day.
This gave me time to back up the phone… (or so I thought).
There was a short wait at the store, but I was seen to, and asked the usual diagnostic questions. The usual and specialist diagnostics were carried out (showing the phone battery was in a lot better condition than I thought).
But the mute rocker was failing intermittently. That was enough for the engineer to declare the device needed to be replaced – no questions asked.
After a quick check on my laptop – surprise! there was no back up. Thankfully, a loan of a cable, and I was up and away, with the ability to back up my iPhone, and then restore to a replacement device
I walked into the store at 12:25 with a bust device, and was out by 14:05 with a working and restored device.
And most of that time was spent backing up and restoring the device.
What could the aviation industry learn from this? Well – there’s one thing that could improve customer satisfaction.
One thing Apple seems to drill into its Geniuses and sales staff is the ability to listen and understand.
And that’s sometime missing in the front line when a computer says no, but the abilty to emphasise with situations.
Yes, there are rules – but the trick is to work within those rules.
Maybe some on-point customer service training could make a difference.
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