Guided Learning

Meets Expectation

The Advisor consistently explained the reason for steps related to resolving the issue. The Advisor consistently provided instructions using descriptive words to help the customer navigate Apple hardware, Apple software, or an Apple website. The Advisor consistently asked questions that encouraged customer learning.

Inform

Customers are more likely to understand and learn if Advisors explain why steps are necessary.
'We're going to check and see if orientation lock is causing the issue.

Guide

Advisors can use descriptive and directional words to help customers navigate through an operating system or product.
'Go to any active screen on your iPhone. Put your finger just to the side of the home button. Now drag your finger to the middle of the screen to swipe up.

Engage

Advisors can encourage participating and learning by pausing to ask questions.
'What do you see?'

Consistency is key. The length and complexity of interactions can vary. There is no set number of times an Advisor must use each step. The frequency and detail of the instruction can vary based on the customer's skill level and communication style. In general, it would be difficult to make an argument for consistency if each behavior was only performed once.

Look for each component. Remember that three behaviors make up this attribute. Advisors must demonstrate each one. It's not enough to only consistently perform one.

Flexibility is OK. Advisors aren't required to perform each behavior for every step. Advisors can explain one step then use descriptive words to guide the next step. On a later step, the Advisor can pause and ask a question. Score based on the overall consistency of the three behaviors throughout the interaction.

Not just any question will do. General troubleshooting questions aren't enough. Advisors typically use open-ended or leading questions in Guided Instruction. These questions subtly prompt customers to answer in a particular way and learn something as they answer. The Advisor may know the answer, but the question encourages the customer to be actively involved in troubleshooting.

There's an N/A option. Not all types of interactions would benefit from this behavior. Read the N/A definition to review those scenarios.

Any customer can follow orders. Advisors who only issue commands miss the opportunity to provide a better customer experience. Plus, customers tend to immediately forget dictated steps and explanations. Advisors can use Guided Instruction to encourage learning and retention for customers of all skill levels.