Apple Steps of Service
This is the step of the steps of service that allows us to give next steps after an interaction.
Extend personalized next steps to deepen the relationship with Apple.
Connect
This is where we accept the situation the customer presents us.
Synonyms for this are:
Admit, Accept, Grant, Allow, Confess, Appreciate
Acknowledge
This is where we ask questions and listen to the responses that the customer provides in order to get more information as to what the customer needs.
Probe
In this step, we ask more questions to get closer to the root of what the customer needs.
Probe
This is where the customer may get assistance with either setting up, getting something fixed, or just getting more information about something their devices can do.
Get Help
To tell someone something positively or confidently to dispel doubt
Synonyms:convince, satisfy, guarantee
Assure
We show some products that may be what the customer needs.
Position
This is the step where we introduce ourselves or the Apple Store depending on the customer's level of experience with Apple.
Approach
This is where a customer can learn more about what their devices can do and / or what they may not know how to do with their device. It is also the step where they may be introduced to more products to accomplish their task.
To give support to the situation at hand
Synonyms: Ally, affiliate, associate
Align
This is where we make sure that the customer is comfortable with us showing them something that might be what they need.
Permission
This is where we hear the customer's concerns and what they may be looking for.
Listen
This step is where they will look at many of our devices. This is also the step in the journey where one of our team members will get to use their APPLE Steps of Service.
Shop
This would be the step where we begin to show the customer options related to what they came in to see.
Position
This is the step where the customer will be helped through logging in with their Apple ID and getting all of their information in place on their device. This step can also be performed in store or online through the apple support app.
Setup