News

Apple rolling out new customer service initiative

March 29, 2013

Apple is slowly implementing a new customer service initiative across its retail stores. According to 9to5mac, the strategy is called "table selling," and assigns employees to a product table where they are responsible for working with groups of customers with different needs.

Apple's previous customer service strategy was based on a first-come, first-serve philosophy where customers were helped individually. Some Apple employees are skeptical about the policy, believing it will take away from the personal experience the Apple stores have traditionally offered, the article reported.

"I don't think everyone has the same questions or needs," said an Apple Store employee familiar with the strategy. "I feel like it's slowly turning us into Best Buy. Every time I go to Best Buy, there is one guy barely able to handle and help five people all wanting different things. [Group selling] is taking away what used to make Apple special."

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