Recently, I called Apple Support to address several issues I was having with my cell phone that impacted its performance. As I waited on hold, I was asked what kind of music I wanted to listen to. The choices were pop, rock, country or silence. I chose rock but did not get to hear much music as the customer service person came on the line.
The person introduced herself as Doris. She asked me how she could help me. I explained to her what was happening with my phone. She listened asked me a few questions and then asked me if I wanted her to tunnel into my phone so she could see what was happening. I agreed and she walked me through the process. She also told me that she was taking ownership of this problem and would stay with me till the problems were resolved.