How to handle a customer by Apple?

Written by | Tech

People working or those who worked in Call Centers, can surely relate on how an Apple Rep feels when they learned the EXACT procedure on how to handle customer with the “now famous reception issue” on their new baby the iPhone4.

Here’s what the Apple Reps needs to do.

1. Keep all of the positioning statements in the BN handy – your tone when delivering this information is important.

a. The iPhone 4’s wireless performance is the best we have ever shipped. Our testing shows that iPhone 4’s overall antenna performance is better than iPhone 3GS.

b. Gripping almost any mobile phone in certain places will reduce its reception. This is true of the iPhone 4, the iPhone 3GS, and many other phones we have tested. It is a fact of life in the wireless world.

c. If you are experiencing this on your iPhone 3GS, avoid covering the bottom-right side with your hand.

d. If you are experiencing this on your iPhone 4, avoid covering the black strip in the lower-left corner of the metal band.

e. The use of a case or Bumper that is made out of rubber or plastic may improve wireless performance by keeping your hand from directly covering these areas.

2. Do not perform warranty service. Use the positioning above for any customer questions or concerns.

3. Don’t forget YOU STILL NEED to probe and troubleshoot. If a customer calls about their reception while the phone is sitting on a table (not being held) it is not the metal band.

4. ONLY escalate if the issue exists when the phone is not held AND you cannot resolve it.

5. We ARE NOT appeasing customers with free bumpers – DON’T promise a free bumper to customers.

I can certainly see the face of that rep when they get calls about the iPhone 4 reception. But seriously, Apple is trying to stir away from the fact that there is indeed an issue with the way the phone antenna was positioned. They (Apple) address this issue and be man enough to accept the reality.

Source: Boy Genius and image from

Last modified: June 30, 2010

2 Responses to :
How to handle a customer by Apple?

  1. MartinTC says:

    wow! super techie ka pala ano.
    salamat sa pagbisita at pagcomment!

Leave a Reply