Comments on: The Apple Store Uses Technology to its Advantage http://www.serviceuntitled.com/the-apple-store-uses-technology-to-its-advantage/2007/08/14/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service Untitled http://www.serviceuntitled.com/the-apple-store-uses-technology-to-its-advantage/2007/08/14/comment-page-1/#comment-161385 Service Untitled Wed, 22 Aug 2007 11:01:39 +0000 http://www.serviceuntitled.com/the-apple-store-uses-technology-to-its-advantage/2007/08/14/#comment-161385 That's for your comments. That is what I suspected and a good reason why it is good in theory, but bad in implementation. That’s for your comments. That is what I suspected and a good reason why it is good in theory, but bad in implementation.

]]> By: A Mac Specialist http://www.serviceuntitled.com/the-apple-store-uses-technology-to-its-advantage/2007/08/14/comment-page-1/#comment-161016 A Mac Specialist Wed, 22 Aug 2007 05:16:37 +0000 http://www.serviceuntitled.com/the-apple-store-uses-technology-to-its-advantage/2007/08/14/#comment-161016 The "Need Help" button is a great idea that has been poorly implemented. It's bad for customers and employees alike. Here are it's flaws: 1. You'd think by clicking the button, a little buzzer goes off somewhere to alert us to your presence. Not so. You'll notice it turns the screen orange. This is all it does... now you have to wait and hope an employee notices your screen is orange. This is really hard to see on a laptop, and even harder when the customer has other windows open. There are better ways to get our attention... unfortunately. 2. So few people actually click the button, it's not very high on our radars. 3. The great majority of the clicks are in fact accidents by clueless people, and when we come over to help, they reply "Uh, just looking." The “Need Help” button is a great idea that has been poorly implemented. It’s bad for customers and employees alike. Here are it’s flaws:

1. You’d think by clicking the button, a little buzzer goes off somewhere to alert us to your presence. Not so. You’ll notice it turns the screen orange. This is all it does… now you have to wait and hope an employee notices your screen is orange. This is really hard to see on a laptop, and even harder when the customer has other windows open. There are better ways to get our attention… unfortunately.

2. So few people actually click the button, it’s not very high on our radars.

3. The great majority of the clicks are in fact accidents by clueless people, and when we come over to help, they reply “Uh, just looking.”

]]>