Week One Eoc: Great Customer Service

One time I was browsing online looking for a new computer. I knew i wanted to have a awesome computer that would be capable of doing everything audio related that i needed it to do. I had to get a Mac. I went to the apple website and started to chat with a customer service representative. I told him exactly what i would be using it for and all the minimum specifications that it would need. He suggested a computer that to me seemed very expensive. Even though the professional told me exactly what was needed, i decided to go with a less expensive computer. This one was significantly cheaper, but also lacked in certain areas that really were needed to be top notch for what was the desired use. Apple shipped the computer and I received it in no time. At first it was great. It ran quickly and was having no trouble with the programs I had on it. As a few months past i installed a couple more audio programs on it. These ones, as the Apple rep told me, needed more RAM memory and a quicker processor. I was very upset at myself and thought i had just wasted 900 dollars. It had been about 4 months since I had purchased it and was way past the return date. I had nothing to lose so i figured it wouldn't hurt to talk to Apple about it and just ask what could be done. I got on the phone with a manager and explained my situation. In no time the manager had a paid for postage stamp sent to my e-mail and told me to take it to a post office to be sent back. About two weeks later i had my brand new computer sitting on my front porch. I have never received anything close to such wonderful customer service. Just the fact that i was able to talk to a manager so quickly and he was so understanding of my situation blew my mind. I tell people about what great customer service Apple has and i know that brings them more business. In the end, having the wonderful customer service might cost a company some money at first, but in the long run they keep their customers close and continue to gain new ones every day, Thats's what great customer service is all about to me. "Web seller Zappos is obsessed with creating the very best customer service and customer experience. In return, customers reward the company with their brand loyalty and buying dollars. The result: Zappos’ sales have grown astronomically." Marketing: An Introduction" pg. 4