Experiences Flashcards
Experience 1:
Standing Alone, Composure
Customer is in warranty.
Issue: Backplate broken, dock connector on device severely damaged. Cx bought device via KSL.
Cx request: Wanted only the backplate replaced so he can sell it to best buy. Best buy remanufactures parts, similar to apple.
Conclusion: Only offered full replacement of $149, not just the backplate due to bad dock. Device must be placed back in warranty if its originally in warranty.
Discussion: What if cx was OOW? Technically we could do it, but personally I would deny service on just the backplate. Felt that was wrong because cx could sell it to someone who was unaware of dock damage. OOW price was still a great price.
Experience 2:
Patience, Listening, Standing Alone, Decision Quality
Issue: Liquid damage on iPod Touch (2nd Gen., 32GB).Child with Aspergers dropped device while also getting a black eye.
Before introducing myself and getting the full story Ryan mentioned he positioned price already and wanted me to try to replace device with 4th Generation to “surprise and delight.” Ryan was new as a Family Room Member. Dave looked surprised in decision.
My aligning was horrible. I just expected that the solution was already mapped out but it wasn’t. I introduced myself and aligned but I then jumped to the solution too quick since I thought it was mapped out. Solution: upgrade to 4th for $149.
Customer also wanted to add AppleCare+ for husbands iPhone. When explaining the cost and jumping to the upgrade customer was surprised but not delighted. The mood changed and it seem like the mom expected a free replacement. She could not afford both AppleCare for husband and the iPod replacement. She was concerned that she had to get a new case for the iPod as well. She seemed unhappy with solution.
I acknowledged how hard it is financially when you’re having to deal with medical bills. I used my moms cancer example and even got teary eyed.
Told customer that we could hold the device for 7 days until she gets paid. Husband only had until June 3rd to get AppleCare+, and time was running out. Customer didn’t get paid until after the 7 days so she ended up choosing the AppleCare for husband instead. She then asked if we could hold iPod for longer than 7-days and I told her we’re unable to but I’ll give her my card and Ryan’s name so she can get the same deal. Mom said she can use his iPad in the meantime.
Conclusion: should of probed more. Customer was more concerned with price. Solution should of been get AppleCare+ for husband and then order iPod 3rd generation with a discount. That way customer can stick with same case and not have to pay more money to protect a device that they were happy with. Management could of pennied out half the OOW price? Son had a iPad so this wasn’t an emergency situation.
Experience 3:
Standing Alone, Technical Learning
Normally when replacing iPad’s with data plan (Verizon) we never use to activate data plan on new device. When I started I had no idea the process of activation and nobody seemed to know the process either.
I then decided to research via RetailMe and with the expert Cameron. Called numerous phone numbers and finally got connected to the right VZ Specialist. We activated the pre-paid account and re-provisioned account to new device.
Solution: Felt like we owed it to the customer to get the new device up and running rather then having the customer to figure it out. After experiencing this, I then emailed the team the process of activation and I also communicated to lead that we need to start activating new iPads for customers for an overall great experience.
Experience 4: Detractor
Customer Focus, Decision Quality, Approachability, Composure.
Detractor said “Find better routes to figure out a problem for a customer ‘Too bad’ is not a solution!!”
Issue: Speaker issue with a broken front display.
Experience: I was finishing up in a restore for a customer on the same table of my next appointment. Decided to help the next customer while waiting for the restore. Asked permission for both parties. Customer explained that speaker issue was before the shattered display. I tried fixing speaker issue first but then verified it as hardware. Positioned a $200 replacement, but customer was dissatisfied with solution. She said, “she could get a cheaper price with carrier for $50.”
Solution and feedback: I won’t ever forget this experience. At first when I got the detractor I didn’t understand why she was upset and misquoted me. Dave approached me about the detractor and I wrote notes saying customer denied my service.
After seeing it in RetailMe, I’ve spent a lot of time perfecting my apple steps when multi-touching and explaining things from the get go (after probing) so the customer knows I’m at least acknowledging the issue, while trying to come up with solutions.
It’s important to not only acknowledge the issue with the device, you should acknowledge the customer’s frustration with apple’s solutions. Customer will not always be satisfied with outcome but its important to explain why we come up with our solutions and then try to brainstorm other solutions outside of apple. Check upgrade eligibilities, ask if customer has carrier insurance, ask if customer has ever used Bluetooth speakers, etc. Explain AppleCare+ and ask if she purchased it and where. Maybe it hasn’t been registered?
Since this experience I now have good NPS in multi-tasking where more than one customer stated such.
Experience 5: Repositioning a solution
Decision Quality, Compassion, Ethics and Values.
Issue: Broken backplate with one LCI in headset port. Customer needing sleep/wake button replaced.
Mason positioned a replacement after paying $29 to put device back in warranty. Since liquid sensor is unrelated to sleep/wake button we can cover it. Mason was unable to complete repair since customer had not back up. No allocation was made. Mason asked customer to make an appointment instead.
Customer came back and I remember what Mason positioned since he asked advice. Thought he already replaced device. After examining device I realized device had been tampered with. Dock was black on a white iPhone.
Dilemma: Do I replace it since the last person already positioned a replacement or should I reposition and deny service?
Decided to reposition what Mason has positioned earlier. I went out and started probing a little after mentioning I uncovered an issue with dock. Device was originally owned by a brother who now is on a mission. Parents and son was unaware of device once being a black phone. Told customer I understand our last tech said we would replace device. Told customer he was inexperienced in catching these type of specs and usually we have to deny the replacement since its not in apple specs anymore.
I apologized and told them why we do this. They understood but I showed them the assistive touch and asked management if we could get them a case to appease them since they were not positioned the right thing, along with a long wait time.They came at 8:20 pm and I was on point at the time and helped them at 8:50.
Experience 6: Mac Appointment
Technical Learning, Approachability, Problem Solving.
Issue: Computer was stuck in disk utility.
Observation: Did a shut down to run MRI, and hard-drive failed and was not seen. Booted up to known good operating system and ran disk utility again, but no hard-drive was seen. Asked if he had a backup and he did not.
Asked Quentin and Cate for advise.
Told customer it’s possible it’s an issue with the cable, but worse case scenario it’s an hard-drive issue. Customer was OOW and I positioned worse case scenario which was lost data and cost of replacement.
Also mentioned simply Mac or drive savers to save his data since we were unable to do it. Customer decided to check in device and take a chance. He was okay with worse case scenario.
Asked cate later and issue was the cable, not the hard-drive. Customer didn’t lose data or have to pay the expensive price.
Experience 11: Giving Feedback
Standing Alone, Time Management, Compassion, Customer Focus
Issue:
Was in an appointment when my customer’s friend ended up asking wi-if issues on top of the issue was already involved in. Told wifi customer that I’ll show her how to make an appointment or see of anything is available since I’m busy in this appointment.
Wifi customer said she just finished an appointment with the tech across the room. She didn’t feel confidence in the tech’s solution. The last tech ran diagnostics and said everything looks normal with out a fix or recommendation. Asked if she ever tried resetting the new network. She said no. Told her I needed to finish this appointment and then check in with the next cx in line. If I had time I could take a look at it but if not I could make her another appointment for a second opinion.
Friend was having issues with signal compared to other iPads. Since it was busy I ended up making her another appointment. She was okay with my solution since her girlfriend and her were going to lunch.
She came back and the same tech who helped her earlier helped her again.
Feedback: Sometimes we rush through appointments without really offering a solution or explanation in why we came to the solution we did. In order to repair relationships we must educate and train customer’s so we can prevent future frustrations and offer an invitation to return for workshops, etc.
Experience 12: Tether Policy
Issue: Device will not activate after updating iOS to 6. Last device he had started to have some activation issue but not after an iOS update.
Symptoms: Tether policy did not match up in MobileGenius. Next tether policy showed Canada from AT&T. With my experience this is because device was originally purchased in Canada. Once it locks to a particular policy it locks and remains locked.
Asked customer and he was unaware of Canada policy. Some people will buy the wrong device online with the incorrect policy so asked him if that was possible and it wasn’t.
Customer was OOW (90-day Warranty). Case notes did not match up to his history. There was a long list of replacements and customer stated he only replaced device one other time. Decided to escalate issue to Tier 2 by calling them personally.
Decided to team up with Ben explaining the issue with him since the customer was upset and frustrated. While I called Tier 2 Ben assured the customer we would figure this out.
Also teamed up Katie. Tier 2 noted issue as an escalation that would take 48 hours to resolve. This mean customer would be left without a iPhone until issue was resolved.
This was not okay since it was not his issue and his cause of error. “Surprised & Delighted” customer by replacing device and covering it. Wasn’t sure if iPhone would activate but tried it anyway. Device activated since the software wasn’t updated to iOS 6. We covered it so customer had a iPhone until issue would be resolved.
Gave customer our contact info along with Tier 2. He ended up emailing Tier 2 and Fashion place.
Tier 2 emailed us info to fix issue, gave to Katie.
Experience 7:
Issue: Calls goes directly to voicemail and text messages don’t send or receive. Already replaced it once for same issue.
Danny was on point and gave me heads up to not replace.
Another replacement wouldn’t fix her issue since we ruled out hardware. AppleCare positioned a replacement again so customer expected a replacement. Could it be an issue with software? My solution: reset network settings and replace sim. Turn off LTE. Set up as new?
Asked Marshall to give a second opinion to explain its a network issue. Shadowed him.
He acknowledges and listened to her story. He asked permission to run diagnostics and asked her questions on whether she knew what iMessage was vs. a Text Message. He asked questions while examining the settings.
Told her if a replacement is what she wants he can do that but he’s here to help fix the issue and to save her the time of having to come back.
He then asked more questions on if she recalls seeing 4G or LTE then explained it to her.
Diagnostic was in normal performance so iCloud backup is okay. He then explained reset all settings and then did a reset of network settings. He also said the issue sounds like a SIM card issue. Customer asked questions on what a SIM card does he answered that since the device was replaced we keep the same SIM card so this leads us to believe its an issue with the card since it was never swapped.
