Apple este o companie care incearca sa ofere servicii cat se poate de bune, indiferent de tipul lor, iar oamenii din echipa sa de conducere acorda o foarte mare importanta detaiilor care tin de acestea. In aceasta idee, Tim Cook s-a lasat convins de un utilizator sa modifice melodia folosita pentru serviciul de relatii cu clientii, cea folosita pana atunci putand chiar sa si inrautateasca starea de spirit a clientilor.
I once sent Tim an email about the quality of music while on hold with Apple. It was super low quality, therefore an upbeat rock song sounded like pure distortion and really aggravated me because I was on hold for 20+ minutes for something so simple (iPhone didn’t turn on, needed to set up a repair as in my country no Apple Store = have to send it to another country).
Utilizatorul in cauza a asteptat timp de 20 de minute pentru a intra in contact cu un angajat al serviciului de relatii cu clientii al celor de la Apple, timp in care a ascultat melodia folosita atunci de catre companie pentrua steptare. Nefiind multumit de calitatea acesteia, el i-a trimis un email lui Tim Cook in care s-a plans de melodia folosita de catre compania Apple, email-ul sau ducand in final la schimbarea acesteia.
Much to my surprise a lady from Cupertino called me up the next day, saying she’d received a concerning email from Tim about ugly distortion hold music while on the phone, that Tim had tested this himself and agreed that something had to be done. She assured me that the hold music would be tested to make sure it sounded pleasant on all types of phones and connections.
Testand “problema”, Tim Cook si-a pus oamenii sa o remedieze, un reprezentant al Apple sunand mai apoi utilizatorul pentru a il asigura ca melodia va fi inlocuita cu una mai placuta, lucru care s-a si intamplat in final.
