The other day I had the most amazing customer service experience that you are not going to believe! Now you probably thinking where is the catch…To be blunt most times customer service candidly sucks!….Don’t you agree we have become accustomed to living with inferior service.

Well read this and you will be surprised.

The other day I found myself in a very frustrating position because my new Mac Book Air wasn’t working and my attempts to fix it were useless. I was leaving in three days on a 5 week trip and you can imagine I was starting to panic with the thought that I would not have my trusty Mac along with me.  Finally, I had no other resolve other than to call Apple and get their support.

After an hour on the phone with their technicians, my problem was escalated to a higher level. Within a few minutes I was speaking with one of their Senior Managers. She indicated that she had been briefed on my forthcoming travel and had a solution in mind. Throughout this process she would come back on the line every two or three minutes and reassure me that she was making progress with a solution shortly. Given my time constraints the conclusion was that I could pick up a Brand New notebook the following morning at my local Apple Store.

The next morning, when I arrived at the Apple Store, the Assistant Manager greeted me and indicated he had been briefed on my situation. He reviewed with me my options and thirty minutes later I was on my way with a big smile of customer satisfaction on my face. As I was driving to my next meeting, I received a call from the Support Desk confirming  that everything was in order to my satisfaction.

To my satisfaction, I was blown away!

It is a rare commodity in today’s consumer price driven world to come across a global giant of a company that has such a personalized responsive customer care culture. Clearly this “old style” approach is alive and well within Apple and is throughout the organization. It did not matter what level of person I was speaking with they were all there at “front line” to help me.

I have always believed that good customer service should be about “Meeting the customer’s expectations.” Seems to me that Apple has moved the benchmark to a new definition of “Exceeding the Customer’s Expectations”

Thanks to Apple I have learned a valuable lesson and a customer service model that fits so well with our companies’ global expansion; we are going to follow them!

This entry was posted on Monday, November 9th, 2009 at 3:05 pm and is filed under Personal. You can follow any responses to this entry through the RSS 2.0 feed. Responses are currently closed, but you can trackback from your own site.