Can you remember the last time you experienced great customer service? How about terrible customer service? Let’s be honest, a negative customer service experience seems to stick out taller than the first. The company and employees are responsible for creating that positive environment. Let us use Apple Inc. as an example, by acknowledging how their employees are always so bright and patient. The last time I purchased my computer from Apple, the specialist offered me complete solution, and yet I felt no pressure to purchase all of the options. Their magic lies in their complete understanding that a conversation can truly bring out a sincere personality. Johnson & Johnson former CEO Ralph Larsen shares insight on how one can create a positive attitude for the customer to truly feel at home.
“The Credo should not be viewed as some kind of social welfare program … it’s just plain good business. If we keep trying to do what’s right, at the end of the day we believe the marketplace will reward us.” (Marketing: An Introduction for Education Management Corporation, 10th Edition. Pearson Learning Solutions p. 12).
Because I feel that Apple was selective in hiring that specialist that helped me, and because they are consistent with sharing the importance of creating a positive environment at their retail stores, the market place rewards them with astronomical profits! I will always buy Apple Products.
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