Apple Store Employees Made This Music Video to Teach Customer Service Skills: The Apple Steps of Service, as taught during Core Training, which every new hire at Apple goes through:
A - Approach the customer with a "warm welcome"
P - Position, Permission, Probe -- Tell the customer what you want to do, ask permission, and then ask them questions to determine their needs.
P - Present the appropriate product solution that fits their needs.
L - Listen to their concerns.
E - End with a fond farewell and an invitation to return.
There are also the three A's -- three steps used with the "L" above to help alleviate customer concerns.
A - Acknowledge that their concerns are valid.
A - Align with the customer, agreeing that you would feel the same were you in their shoes.
A - Assure the customer that you will be able to solve their problem to their satisfaction.