MMGP-Module 6: Apple Repair and Service Efforts
Professor Fady Sahhar
August 6, 2012
Apple Repair and Service Efforts
Customers are constantly judging companies for service failures, large and small. They judge the company first on how it handles the problem, then its willingness to make sure similar problems do not happen in the future. Fixing breakdowns in service, we call this service recovery; it has an enormous impact on customer satisfaction, repeat business, and ultimately profits and growth (Stefan Michel, David Bowen, and Robert Johnston). Fortunately, people can get professional services in many places. There are technicians who specialize in repairing mobile phones and with them available, customers can get their phones fixed so that they make use of their phones. Apple Authorized Service Providers (AASP), with proven track record of high customer satisfaction ratings for repair services, they deliver quick efficient repairs and easy straight forward customer experience. AppleCare and the iPhone come with one year of hardware repair coverage through its limited warranty and 90 days of complimentary support. What is covered: with the repair of replacement coverage is your iphone, your battery, included earphones and accessories, and coverage up to two incidents of accidental damage, each subject to a $49 service fee. Because Apple makes the hardware, the operating system, and many applications, the products are truly integrated systems and they give customers a one-stop service and support from Apple experts, so most issues can be resolved in a single call. With AppleCare and for iPhone, Apple experts can help with your iPhone, Apple-branded iPhone applications, and interconnectivity between your iPhone and your Mac or P.C. Apple has ranked the highest in smartphone customer satisfaction among all other manufacturers and it also received a score of 838 in customer...
References: AppleCare. Retrieved August 5, 2012.
Making the Most of Customer Complaints. Retrieved June 19, 2012.
Apple Authorized Service Providers. Retrieved August 5, 2012.
IntoMobile. Retrieved September 9, 2011.
Please join StudyMode to read the full document