Apple offers in-store and online services in order to ensure good customer service and satisfaction, the first being the genius bar. The genius bar is a tech support station located inside the Apple stores with the pure purpose of providing support and advice for customers. This service can help the business reach customer expectations as this service offers support and help for those customers who are experiencing problems with their devices or might be unsure on how to use them. By offering this support, consumers are assisted with help, increasing customer satisfaction. On top of this, consumers are sometimes able to walk into the store and receive a genius bar appointment straightaway without the need of booking, further adding to the good customer service as it means that consumers don’t have to wait around and can be served straightaway further increasing satisfaction. As well as this service in-store, Apple also offers customer service support online. Customers are able to phone up and receive support, help and advice over the phone. This service helps the business reach customer expectations as
it caters to those customers who might not be able to travel into the store to receive help but can rather call from the comfort of their own home. By having this service, customers feel as if their needs are being met as employees can help with any problems or queries that the consumer may have, subsequently, increasing customer satisfaction. Finally, another thing in which Apple does to ensure good customer service is by building relationships with customers through their employees. Apple ensures that all employees have product knowledge and can assist in answering any questions or queries. When walking into the store an employee is normally assigned to a consumer who can then help them throughout the process of buying. This service allows the business to reach customer expectations as the customer’s needs are attended to as well as having the full focus of the employee. This helps the business build relationships with the consumers as employees ensure that the consumer has a pleasant experience when shopping, increasing their customer satisfaction as well as the chance of the consumer repeat buying.