Good customer support can instill loyalty

apple support

Although I own a lot of Apple products, I don’t consider myself a fan-boy. If anything, I’m constantly on the edge of giving up. Every time my Apple products don’t work the way they’re supposed to (isn’t ease-of-use a big part of the promise?) I start thinking about giving the Pixel phone a go or trying to work with a Surface or chromebook.

Usually, inertia takes over. I realize the effort it would take to manage and migrate my photos and music, and there’s the need to re-learn which way to scroll and which corner to click to minimize a window. None of it is insurmountable, but the magnetism of the new just isn’t strong enough to overcome the habits of the present (with a hat tip to Jobs to be Done research for this description).

But then I had a great customer support experience that guarantees my loyalty for the foreseeable future and raises the bar for the support team of every other company that I ever interact with. Without boring you with the technical challenge, I contacted Apple’s customer support team and, after some time, my case was escalated to a manager. As well as regular troubleshooting, at a couple of stages I had to send logs for him to forward to engineers.

When we first spoke, he told me that he would remain on my case until it was resolved. It took several days, but he was true to his word. What shocked me was his communication and tenacity. He told me exactly which days he was working and when he would follow up. He arranged specific times to call me and then called me at those times. He explained as much technical detail as I wished to know – and didn’t overwhelm or bore me with the rest. In short, he owned my case. He wouldn’t let go until it was resolved and I was satisfied.

My expecations of every company’s support are now so much higher, and my appreciation for Apple has pushed thoughts of Google, Microsoft, or Samsung to the very back of my mind.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s