I do see where that would be confusing for you and I apoligize.
I really do apologize for the confusion and like I said I can see wehre that can be confusing to you. I definatly would like to make sure you do have a good experience with us. What I would like to do is send you via emial a coupon which is worth $15.00 off your next purchase of $100.00 or more on our online store.
VERIFY E-MAIL ADDRESS
I WILL GO AHEAD AND PROCESS THAT COUPON FOR YOU AS MY APOLOGY FOR ANY CONFUSION ON OUR SIDE. yOU SHOULD RECEIVE THE E-MAIL WITHIN 24 HOURS.
IS THERE ANYTHING ELSE i CAN DO FOR YOU TODAY?
tHANK YOU FOR CALLNG APPLE. ONCE AGAIN MY NAME IS CHRISTINE. HAVE A GOOD DAY.
Provider Groups
ASCS_A Auth Reversals
ASCS_A Coupons-to give a cust a goodwill coupon
ASCS_A Credit Cards
ASCS_A Credits- if Apple causes error that makes cust ineligible for rebate; request Credit BAR
ASCS_A Debit -Request Debit Bar
ASCS_A Giftcard/Auth Issues
ASCS_A Lease Orders
ASCS_A Returns
ASCS_A Order Maintenance-cust request delay consent, to add person. iPod,
ASCS_A Third Party Products
ASCS_A Cash Orders
SSO_E AD_Tracer – Shipping/Tracking issues/Investigations HOME
Complete Solution Conversation Guidelines
To assure the customer that you have some expertise in creating lifestyle solutions, use words that demonstrate confidence:
“Since you said you wanted to do _____, I suggest _____. “ (Not: I'm not sure, but this might...)
“Based on what we've discussed, I highly recommend...” (Not: Well, I think...)
When you make a recommendation, use the following positioning as a guideline:
Make a product recommendation.
“Since you're always on the go, and your kids want to use the iPod as well (and because you want portability), I recommend the 16GB iPod touch as an ideal solution for you.”
Use the customer's responses to position the solution.
“Since video, storage space, and weight are important to you, i recommend the 8GB iPod nano.”
Address the customer's objections to recommend the solution.
“Yes, the iPhone is compatible with PCs. The Windows system requirements for the iPhone are.... “ HOME
Intent to Purchase Positioning
To determine the customer's intent, use the following positioning as a guideline:
How do you feel about the solution we've put together?
The customer's response will indicate their readiness. For example:
Ready to purchase
Sounds great! Now what do I do?
Not ready to purchase
Sounds good. I'll consider that when after I get my Juniper card approved.
Unsure
Well, do I really need the the AppleCare Protection Plan?
If the customer is unsure, there is probably an underlying concern which you have not yet addressed. Continue to ask discovery questions. Repeat the process of listen - discover - listen until the customer reaches a decision to purchase or not to purchase at this time. HOME
Non-Purchase
Save and Send Cart
If a person is not ready to purchase, offer to save and send them a cart.
There are five steps to save and send a cart for a non-purchase customer:
1. Ask permission: Would you like me to send you a link to a saved cart so you can review everything we've talked about today?
2. Enter or confirm the customer's email.
3. Ask: Would you like to receive news from Apple?
4. Confirm the contents of the saved cart.
5. Send the cart.
Non-Purchase Positioning
Position your team as the customer's information and purchasing resource whenever the customer is ready. Recommend additional product resources that may be helpful for them.
Use the following as a guideline:
Please call me whenever you have more questions, or when you are ready to buy. Here is our contact information... home
NO SALE Positioning
Thank you for calling Apple today. If you have any more questions, please call back and someone from my team will be glad to help you. You can also find more information on apple.com HOME
Recommend Additional Resources
Additional product resources include:
A trip to Apple Retail (if applicable)
Touch and feel the product
Explore post-purchase support options
"How To" video tutorials at Apple.com (if broadband customer)
http://www.apple.com/getamac/movetomac
Thank the Customer
When you release the call, you thank the customer:
Thank you for calling Apple today. If you have any more questions, please call back and someone from my team will be glad to help.
POSITIONING FOR JUNIPER CREDIT CARD AND FINANCING ON MAC DESKTOP - SNIPPETS
Snak
Snak is an Internet Relay Chat (IRC) application.
Snak is used by the Apple Online Store Sales and Service Team to: Gain supervisor approved policy exceptions
Ask questions regarding policy or procedure
Escalate specific issues
iSupport Snak Representatives answer inquiries, approve or disapprove exception requests, and help to clarify gray areas on a case-by-case basis. When you take on the role as a customer advocate, you may need to consult with a Snak representative for supervisor approval.
Example:
Steve needs to return an item which was delivered 21 days ago. This exceeds Apple's 14-day return policy. The representative advises Steve that he is beyond the return period, but he begins to get upset. In this instance, the representative asks an iSupport Snak Representative for an exception approval. HOME
Internet Services
Apple supports and sells several online products or Internet Services.
These products and services include:
iTunes Store
MobileMe accounts
iPhoto and Aperture print/book orders
QuickTime Pro/iWork
Customers often call for Internet Services support. These services are supported via email only.
Here's how to recognize these orders:
iTunes order numbers begin with "M" instead of "W"
MobileMe order numbers begin with "C" instead of "W"
iPhoto order numbers begin with "P" instead of "W"
QuickTime Pro order numbers (ESD registration codes) begin with "W," but display a "D" part number
INTERNET SERVICES SUPPORT
iTunes support:
QuickTime Pro support:
MobIleMe billing support:
COUPONS $15. off $100. or more $30. off $200 or more $45. off $300 or more
Dissatisfied with Apple policy or order process
Confused with shipping dates, or rebate eligibility
Impatient
OFFER FREE PRODUCT - APPLE ERROR
consider offering a free of charge item if Apple:
Misinformed the customer
Made an order entry error
Delayed delivery on an item
Did not process a rebate properly
A customer received a defective item
SAVE THE ORDER
May I ask why you wish to return/cancel your order?
Would you consider keeping this order if I ...?
GOOD WILL GESTURE EXCEPTIONS
Do not offer a discount on or send these items to a customer:
AppleCare Protection Plan
Apple Gift Card
iTunes Gift Card
iPhoto, MobleMe, QuickTime Pro, iWork and iTunes orders
The following items are not eligible for Save the Order:
EPP orders
Orders with other coupons or previous goodwill discounts
iPod nano
iPod shuffle HOME
iTunes is a free software program available for both the Mac and PC that allows you to store and manage your music collection on your computer.
iTunes allows you to:
Buy music, movies, TV shows, applications, and audiobooks, or download free podcasts from the iTunes Store 24 hours a day, 7 days a week
Organize and play everything on your Mac or PC
Sync your content to your iPod or iPhone home
Payment Methods
The iTunes Store accepts a wide variety of payment forms including Visa, MasterCard, American Express, Discover, Paypal, and iTunes Store Gift Cards.
Apple Gift Cards are sold on the Apple Online Store and at Apple Retail Stores. They can be used to make purchases on both the Apple Online Store and Apple Retail Stores. Apple Gift Cards can be purchased online in amounts from $25 to $2500 each and a maximum of 10 cards can be purchased at one time.
iTunes Gift Cards are sold on the Apple Online Store and at Apple Retail Stores. They are also available for purchase through the iTunes Store and many third-party retail locations. They can be purchased in denominations of $15, $25, and $50. HOME
Cash Payment
Cash orders are placed over the phone in the form of:
Money Order
Cashier Check
Wire Transfer
Apple must receive the payment within 10 calendar days or Apple will cancel the order. The customer should allow one business day for order processing after Apple receives payment.
Cash and personal checks are not accepted over the phone or online, but they are accepted at Apple Retail Stores.
Provide the following instructions to the customer for Money Orders and Cashier Checks:
The money order or cashier check must be payable to Apple Inc. and include the customer's Web Order Number.
Advise the customer to mail their payment and a copy of their order acknowledgment to:
Apple Inc.
12545 Riata Vista Circle
MS: 198-2H50
Austin, TX 78727-6524
Provide the following instructions to the customer for Wire Transfers:
The Apple Store accepts bank wire transfers as a valid form of payment. If the customer would like to use a wire transfer to pay for their order, provide the customer with their final order total. HOME
The customer's bank must electronically transfer the total dollar amount of their order.
Advise the customer to reference their Web Order Number with their payment and send to:
Beneficiary: Apple Inc.
Bank: Bank of America
Routing/transit (ABA) #: 026009593
Physical Bank Address: 100 West 33rd St, New York, NY 10001
Account #: 375129424
Bill Me Later (BML)
Bill Me Later is another payment option available to customers home
Order status
Your [order/item] will ship between [Ship Date 1] and [Ship Date 2]. Once your order ships, you will receive a Shipment Notification email with carrier information. Right now, I see that your order should deliver by [Delivery Date 2].
You can view the most up-to-date status and make changes to your order at apple.com/orderstatus. HOME
I apologize for any confusion. When you ordered your [product], Apple estimated it would ship between [Ship Date 1] and [Ship Date 2] and it will be delivered by [Delivery Date 2], based on your [shipping method] shipping.
You can view the most up-to-date status and make changes to your order at apple.com/orderstatus. HOME
I can see that you requested [shipping method] on your order. Once you receive the shipment notification, your order should be delivered in [days to reach customer]. You can confirm the estimated delivery date on the carrier's website, [provide link] with the Tracking Number [tracking #].
You can view the most up-to-date status and make changes to your order at apple.com/orderstatus. HOME
SEE TABLE BELOW FOR SHIPPING METHODS AND TIMEFRAMES
NOTE: Items that ship via postal mail or are delivered electronically do not have tracking information.
SHIPPING METHOD |
Days to reach U.S. Customer |
Days to reach Canada Customer |
Days to reach Mexico Customer |
Next business day |
Next business day |
NA |
NA |
2-day |
2 business day |
NA |
NA |
Expedited |
2-3 business day |
NA |
NA |
Standard Ground |
5 business day |
8 business days |
NA |
Postal Mail |
7-10 business days |
10-14 business days |
NA |
|
|
|
|
I apologize for any inconvenience. Apple makes every effort to ship your products by the date we originally estimated. Because product availability can change rapidly, we'll only notify you when we are sure that we cannot meet the estimated ship date.
Your [order/item] will ship between [Ship Date 1] and [Ship Date 2]. Once your order ships, you will receive a Shipment Notification email with carrier information. Right now, I see that your order should deliver by [Delivery Date 2].
You can view the most up-to-date status and make changes to your order at apple.com/orderstatus. home
Apple makes every effort to protect your credit card from misuse. For security reasons, we must verify that the address provided is on file with your credit card company before we can ship these items to the new address.
Your [order/item] will ship between [Ship Date 1] and [Ship Date 2]. Once your order ships, you will receive a Shipment Notification email with carrier information. Right now, I see that your order should deliver by [Delivery Date 2].
You can view the most up-to-date status and make changes to your order at apple.com/orderstatus. HOME
I apologize for the inconvenience and the delay. When a customer calls to request a return of an Apple product, we issue a Return Merchandise Authorization that allows our warehouse to efficiently process the return. If a package is returned without an RMA Number, the warehouse must research the order to determine what to do with the package. HOME
I apologize for the inconvenience and the delay. Due to an unexpectedly high demand, we are unable to ship the following item(s) by the date that you were originally quoted. Your [product] will now ship on or before [new estimated delivery date].
This is the most updated information I have at this time. Please note that product availability can change rapidly, and it is possible that your order may ship sooner than anticipated.
A shipment notification will be emailed to [customer email] at the time your order ships. You can view the most up-to-date status and make changes to your order at apple.com/orderstatus. I appreciate your business and apologize for any inconvenience this delay may have caused you. HOME
I apologize for the time it takes to resolve your missing shipment inquiry. Apple works to resolve your shipping issue according to contracts that we have with the carrier. In many cases, we can recover your original shipment much faster than processing a replacement. This is especially true if you have upgraded your computer or if the estimated ship time for a new order is more than a few days.
You will receive an email from Apple regarding your missing delivery within 24 hours. HOME
Although our web site shows your order has a new estimated ship date, our warehouse is aware that it is a replacement order and will ship it to you as soon as possible. When your replacement order ships, you will receive an email at [email address] with tracking information.
HOME
11. Why do I have to wait for a shipping investigation when my product hasn't been scanned in over X days?
It is possible that your shipment is going directly to the carrier's warehouse in your area. In this case, the item will be scanned again once it reaches a warehouse closer to your delivery location. I apologize for the inconvenience and thank you for your patience.
12. I bought this from you. Why do I have to talk to the manufacturer about it being defective?
I apologize for the inconvenience. Products sold through the Apple Online Store that are manufactured by third parties and lack the Apple brand are serviced and supported exclusively by their manufacturers in agreement with the Terms and Conditions included in the product packaging.
Please contact the manufacturer directly for technical support and customer service. [Provide manufacturer's phone number or website if available.]
13. Why will it take so long for my product to ship?
Sometimes the demand for products is bigger than our supply. Product availability can change rapidly, and it is possible that the [product] may ship sooner than anticipated. [Optional:] To help you receive your [product] more quickly, I would be happy to upgrade your shipping to [appropriate shipping level] for free.
14.
Apple does not comment on rumors about decisions, products, programs, or promotions that have not been officially announced. We learn about new products and price changes when Apple makes formal public announcements, and not before.
By withholding comment, Apple hopes to protect customers from making decisions based on information that is incomplete, inaccurate, or subject to change before the formal announcement. Apple believes this is the best way to ensure that all customers are treated fairly.
To stay up to date on Apple news, visit Apple Hot News at apple.com/hotnews. HOME
All of our support for online services is available online through email. I can submit a direct request for you to an [IS type] specialist. For future reference, you can contact [Internet Service] support at apple.com/support/MOBILEME, ITUNES, LEOPARD, IPHONE, IPOD ETC
After I submit this request, you can expect to receive an email within 48 hours [72 hours for iTunes] which will resolve your issue. HOME
MOBILE ME , itunes, iphoto & quicktime SUPPORT
Your issue is best handled by our MOBILE ME , itunes, iphoto & quicktime Customer Support team. To expedite a reply to your question, I have forwarded your request to that team for you. Our support representatives will make every effort to reply to your request within 48 hours.
Should you need to contact the Mobile Me Customer Support team in the future, please visit: http://www.apple.com/support/mobileme. (itunes, iphoto, quicktime)Click the icon that matches the application you need help with. If the link you have chosen does not answer your question, scroll to the area titled "Still having trouble?" and fill out the email request. HOME
Hello [customer's name]? Thank you for holding. I have [Escalations representative's name] on the line, s/he is one of our management representatives. I have explained your issue, and s/he is going to take your call from here. [Listen for the Escalations representative to say hello to the customer and release the call.] HOME
To protect customers and their valuable Apple Online Store purchases, Apple requires a signature when all shipments are delivered. Apple is unable to make exceptions.
For future reference, you may elect to have your shipment delivered to an address other than your credit card's billing address when you are going through the checkout process. HOME
At present, there is no trade-in or exchange program available for older Apple products on the Apple Online Store.
There are other ways for you to save money on Apple products. Consider the refurbished products that the Apple Online Store offers at discounted prices. To see the current selection of refurbished products, visit store.apple.com and click the Special deals button in the lower left corner. HOME
21. Sameday Right-O-Way (Canada)
When you placed your order, you selected our free shipping, which takes 8 to 12 business days to deliver. Your [product] shipped on [ship date] with the carrier Sameday Right-O-Way. Your Tracking Number for this shipment is [tracking number]. The website for the carrier is sameday.ca and you may also contact them at 800-387-2727.
Please note that your product must arrive in Canada and clear customs before the carrier can take possession of the package. Therefore, the Tracking Number for your shipment may take a few days before showing any activity. I hope this clears up any confusion you may have had regarding our shipping options.
Pending class-action lawsuit
Apple does not comment on pending legislation or litigation. I apologize that I do not have additional information to offer.
• Without comment, refer a member of the press in the United States to Apple Public Relations' Media Helpline:
Canada: 905-513-5800 home
As with other high-tech companies, Apple regularly introduces newer products and stops producing and selling older products. These older products are considered discontinued, not obsolete. For discontinued products that are not vintage or obsolete, Apple continues to offer hardware service and telephone support, and will honor any valid service and support agreements. HOME
• Acknowledge the customer's concern and sympathize with their frustration, but do not assign blame.
• If the customer needs to know why Apple has discontinued a product or changed its offerings, explain that Apple wishes to deliver the best possible value to its customers. Technology products and services change or are discontinued as the related technology improves or changes.
• Apple understands any customer dissatisfaction resulting from the introduction of a new model or discontinuation or suspension of an old model. The personal computer industry is fast—paced and the trend is to offer more powerful products at lower prices over time.
B. Positioning statements:
To meet customer demand and to remain competitive, Apple must update its product offerings frequently. Products and services change as our customer's needs and demands change.
You probably purchased your product because you expected it to have certain features and needed it to perform certain tasks. Your product still offers those features and can still perform those tasks. While Apple recently released a new product, your product can still serve you as expected. You purchased a quality product that should last a long time given routine care and maintenance.
Customers constantly demand more powerful computers and applications in order to adapt to their changing needs. Apple prides itself on meeting this demand while staying committed to its existing customers. HOME
We apologize for the inconvenience, but we are unable to process your order. Each Apple Online Store only sells products within its country. For example, orders placed on the U.S. Apple Online Store can only ship within the United States. Shipment to another country is considered product export.
Exportation applies to customers in other countries attempting to order through the U.S. store. This includes those customers who provide a freight forwarding agent's address as their shipping address.
Apple Store U.S. Sales and Refund Policy: The Apple Store sells and ships products only within the continental United States, Alaska, Hawaii, and APO or FPO forwarding services. No shipments can be made to United States territories or addresses outside the United States. You may not export any products purchased at the Apple Online Store.
Apple Store Canada Sales and Refund Policy: The Apple Store will only sell and ship product within the boundaries of Canada. No shipments can be made to PO Box addresses or addresses outside Canada. Products purchased at the Apple Store may not be exported. HOME