The new system is a complete overhaul of Apple’s appointment system
Apple is all in for a ‘new look’ for this year new year. The Genius Bar appointment system is being replaced in the US stores by a new concept called ‘Concierge’. The new system is expected to be in place following the 9th March week and will be introduced in place of the existing system which allows a customer to walk in, explain the issue to the assistant and then get a specific time for another appointment when he can return.
The new Concierge model is being spearheaded by Retail Senior Vice President Angela Ahrendts and is moving in to the modern way to things as the classic appointment model gets too mainstream for the fruit giant in this technologically advanced era. With this new system, the customer will explain his issue to the Apple Store employee who is then going to use this information as an input to an app in the iPad.
The application makes use of a specialized algorithm and is then going to assign the customer a wait time based on issue priorities. The process is pretty simple and straightforward and will get things going in fast track mode. For instance, if a customer is here for an iPhone screen replacement, he will be placed as a priority as compared to the one who is merely looking for help in a minor iCloud issue.
Customers will also be required to drop in their phone numbers so Apple can send them three text messages which will give wait time updates;
• An initial text message confirming the Genius Bar request and providing the wait time
• 2) A text message telling the customer to start heading back to the Apple Store
• 3) A final text message telling the customer that their technician is ready to help and where they can be located in the store
According to the Apple employees, this change is one of the most significant ones in the Apple store and is equally important for the overall company too as customer services play a key role in the operations.
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