apple care

 

topics

Care

Did the Specialist position the Apple Store app?

Consent

Did the specialist educate the customer about Online Order Status?

Commit

Did the Specialist ask questions to uncover the customer's needs?

If this was an iPhone contact did the Specialist talk to the customer about iWatch?

Did the Specialist make a recommendation based on the customer's needs?

Did the Specialist position Virtual Personal Set Up?

Did the Specialist ask permission to use information available in Customer Map and Customer Pulse (K

Did the Specialist make an empathy statement?

Did the specialist summarise the issue back to the customer to ensure understanding?

Did the specialist ask for the sale?

Did the Specialist ask if there was anything else they could help with?

Did the Specialist make a commitment to help the customer checkout?

Did the Specialist use a permissions statement to transition to uncovering the customer's needs?

Did the Specialist share a cart with the customer?

Did the specialist ask questions to understand and better resolve the customer's issue?

Did the Specialist follow the correct procedure(s)?

Was the call logged correctly?

Did the specialist communicate the order cycle and associated timelines?

Did the Specialist verify the customer's name and billing address?

Did the Specialist Did the Specialist recommend an appropriate solution?

Did the specialist send a saved cart?

Was the call closed appropriately?

Did the agent send a saved cart via e-mail?

Was the customer warmly greeted and the offer of assistance clearly communicated?

Did the specialist actively listen to the customer?

Was customer’s needs understood through discovery questions?

Did the Specialist review the issue and resolution?

Was the customer engaged with and shown genuine care?

Did the specialist explain delivery options?

Did the agent provide correct and complete information about: TIMELINE?

Did the specialist communicate accurate delivery dates?

Was customer’s needs understood through discovery questions/product confirmation?

Did the specialist communicate all necessary timelines?

Was the agent’s product knowledge appropriated for the call?

Did the Specialist gain agreement on the resolution?

Did the agent provide correct and complete information about: TRACKING?

Did the Specialist uncover any objections?

Was the customer provided an appropriated solution?

Did the specialist communicate their willingness to help?

Were great communication skills demonstrated?

Did the Specialist address the customer's concerns?

Did the Specialist anticipate future needs?

Procedure used was the most correct and complete?

Spelling and grammar correct?

Did the agent ask for the sale?

Did the Specialist thank the customer for contacting Apple?

Did the Specialist summarize the conversation?