(Video) Apple Retail Store Employees Rap About Customer Service

Posted in Apple on 11/11/2011 by J. Glenn Künzler


Apple Retail Store employees have put together an entertaining rap music video that teaches Apple’s customer service strategy, which is designed as a way for employees to help customers without pressuring them to purchase anything.

The video is meant to spruce up the material to make it more interesting and easier for employees to learn, although since it isn’t authorized by Apple, there’s no saying how Apple might react.

The main idea behind the strategy is to identify the needs of customers, and then present information and solutions to customers in order to satisfy those needs, all without pressuring the customer or up-selling products. Check out the awesome video below:

Meanwhile, MacRumors shares the details of Apple’s Steps of Service, covered in the video, which are taught to every new Apple Retail employee.

The Apple Steps of Service, as taught during Core Training, which every new hire at Apple goes through:

A – Approach the customer with a “warm welcome”
P – Position, Permission, Probe — Tell the customer what you want to do, ask permission, and then ask them questions to determine their needs.
P – Present the appropriate product solution that fits their needs.
L – Listen to their concerns.
E – End with a fond farewell and an invitation to return.

There are also the three A’s — three steps used with the “L” above to help alleviate customer concerns.

A – Acknowledge that their concerns are valid.
A – Align with the customer, agreeing that you would feel the same were you in their shoes.
A – Assure the customer that you will be able to solve their problem to their satisfaction.


J. Glenn Künzler

Glenn is Managing Editor at MacTrast, and has been using a Mac since he bought his first MacBook Pro in 2006. Now he's up to his neck in Apple, and owns an old iBook, a 2012 iMac with an extra Thunderbolt display for good measure, a 4th-generation iPad, an iPad mini, 2 iPhones, and a Mac Mini that lives at the neighbor's house. He lives in a small town in Utah, enjoys bacon more than you can possibly imagine, and is severely addicted to pie.