Customer-service tips from Apple

09/9/2013 | Build Network, The

Apple's customer service is considered exemplary, and an e-mail regarding a botched iTunes download holds valuable lessons for consumer-facing organizations, say consultants Alan Siegel and Irene Etzkorn. An annotated e-mail exchange shows how Apple trains employees to address customers by name, to articulate the problem and to provide clear, practical solutions and tips for future reference.

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