Often these issues take precedence over customer service. It’s free and, while its used by some of the largest and most admired brands, its much easier for small businesses to implement consistently. The strategy is called “Steps of Service.”I introduced the concept in this column and video on The Apple Store’s secret to insanely great customer service. Every employee is trained to walk each and every customer through steps that will ensure an exceptional customer experience. At Apple, the steps are:Approach with a warm welcomeProbe politely to understand the customer’s needsPresent a solution for the customer to take home today

Source: Forbes November 26, 2016 14:42 UTC