At Apex Sim Racing, every customer is part of the crew. We aim to make every interaction feel personal, positive, and transparent, whether they’re buying, troubleshooting, or just vibing with us. Listen Like a Real One. Don’t assume, ask. Confirm you

<h1 data-start="546" data-end="568" id="isPasted">Our Promise</h1>At Apex Sim Racing, every customer is part of the crew. We aim to make every interaction feel personal, positive, and transparent, whether they&#x2019;re buying, troubleshooting, or just vibing with us.<hr data-start="767" data-end="770"><h3 data-start="772" data-end="819" id="core-principles-the-non-negotiables">Core Principles (The Non-Negotiables)</h3>Listen Like a Real One<ul data-start="854" data-end="918"><li data-start="854" data-end="877">Don&#x2019;t assume, ask.</li><li data-start="878" data-end="918">Confirm you understand before solving.</li></ul>Empathize &amp; Own It<ul data-start="949" data-end="1057"><li data-start="949" data-end="1014">Always use LEAP (Listen, Empathize, Apologize, Provide plan).</li><li data-start="1015" data-end="1057">We own our mistakes, no blame-shifting. Recognise where you went wrong, make a note and get it right the next time.</li></ul>Stay Responsive<ul data-start="1085" data-end="1160"><li data-start="1085" data-end="1122">Answer all tickets within 24 hrs or ask for help if overwhelmed.</li><li data-start="1123" data-end="1160">If it takes longer, give the customer an update and let them know we are working on their case.</li></ul>Keep It Honest &amp; Clear<ul data-start="1195" data-end="1287"><li data-start="1195" data-end="1230">No ghosting, no empty promises.</li><li data-start="1231" data-end="1287">If you don&#x2019;t know, say so, tag Jimmy or Daniel, find out, and circle back.</li></ul>Speak Apex<ul data-start="1310" data-end="1383"><li data-start="1310" data-end="1353">Warm, clear, a bit cheeky when it fits.</li><li data-start="1354" data-end="1383">Use their name, sign yours.</li></ul><hr data-start="1385" data-end="1388"><h3 data-start="1390" data-end="1431" id="how-to-handle-common-situations">How to Handle Common Situations</h3>Greeting &amp; Intro<ul data-start="1459" data-end="1562"><li data-start="1459" data-end="1527">&#x201C;Hey [Name]! Thanks so much for reaching out &#x2014; I&#x2019;m [Your Name] and I will gladly assist.&#x201D;</li><li data-start="1528" data-end="1562">Use their name again at the end.</li></ul>Understanding &amp; Confirming<ul data-start="1600" data-end="1707"><li data-start="1600" data-end="1639">Ask open-ended questions if needed.</li><li data-start="1640" data-end="1707">Recap what they said: &#x201C;So just to confirm, you&#x2019;re looking for&#x2026;&#x201D;</li></ul>Providing Solutions<ul data-start="1738" data-end="1837"><li data-start="1738" data-end="1768">Be clear: what, when, how.</li><li data-start="1769" data-end="1797">Give options if you can.</li><li data-start="1798" data-end="1837">Never promise what you can&#x2019;t deliver.</li></ul>Following Up<ul data-start="1861" data-end="1977"><li data-start="1861" data-end="1940">Close the loop: &#x201C;Let me know if you need anything else, I&#x2019;m here for you.&#x201D;</li><li data-start="1941" data-end="1977">If you fixed it, ask for feedback.</li></ul><hr data-start="1979" data-end="1982"><h3 data-start="1984" data-end="2012" id="when-to-escalate">When to Escalate</h3>Escalate to a manager or lead when:<ul data-start="2049" data-end="2286"><li data-start="2049" data-end="2107">The customer wants a full refund on used/installed gear.</li><li data-start="2108" data-end="2160">It&#x2019;s a big-dollar order ($500+) with unusual asks.</li><li data-start="2161" data-end="2237">A customer is threatening chargebacks, legal action, or a public meltdown.</li><li data-start="2238" data-end="2286">You&#x2019;re genuinely unsure, we&#x2019;d rather you ask.</li></ul><h3 data-start="2293" data-end="2336" id="leap-in-real-life-quick-version">LEAP in Real Life (Quick Version)</h3>Listen: No interrupting. &#x201C;Go on,&#x201D; &#x201C;I see,&#x201D; &#x201C;I get it,&quot; We understand how frustrating.&quot; Empathize: &#x201C;I&#x2019;d be frustrated too, I hear you.&#x201D; Apologize: &#x201C;I&#x2019;m so sorry this happened, this is not the experience we aim to provide&#x201D; Provide a Plan: &#x201C;Here&#x2019;s what we can do for you right now&#x2026;&#x201D;<hr data-start="2604" data-end="2607"><h3 data-start="2609" data-end="2643" id="example--shipping-delay">Example &#x2014; Shipping Delay</h3><blockquote data-start="2645" data-end="2923">&#x201C;Hey [Name], Thanks so much for reaching out, we truly appreciate your support! I totally get how frustrating that is, especially since you&apos;ve been waiting patiently for your order. {Insert information about their expected shipping date} Rest assured, we will prioritize all pre-orders when our shipment arrives.We hope that helps and let us know if you hav any other questions in the meantime!</blockquote><hr data-start="2925" data-end="2928"><h3 data-start="2930" data-end="2948" id="-pro-tips">&#x2705; Pro Tips</h3>&#x2714;&#xFE0F; When in doubt, double-check our Return &amp; Warranty Policies (on footer of site) &#x2714;&#xFE0F; Keep it short, no walls of text. &#x2714;&#xFE0F; Make them feel seen, not like a ticket number. &#x2714;&#xFE0F; Always note goodwill credits or policy exceptions in the ticket.<hr data-start="3183" data-end="3186"><h3 data-start="3188" data-end="3207" id="reminder">Reminder</h3>We&#x2019;re more than a store, we&#x2019;re their pit crew. Every ticket is a chance to build trust, loyalty, and a reason for them to tell their friends they&#x2019;d never buy anywhere else.

Customer Service Approach and Philosophy

Follow L.E.A.P for Customer Issues. Listen, Empathize, Apologize, and Problem-Solve Or L.E.A.P. is a framework used in customer service to handle difficult situations and ensure positive customer interactions. Here's a brief overview of each componen

Follow&#xA0;L.E.A.P for Customer IssuesListen, Empathize, Apologize, and Problem-Solve Or L.E.A.P. is a framework used in customer service to handle difficult situations and ensure positive customer interactions. Here&apos;s a brief overview of each component:<ol><li>Listen:<ul><li>Actively listen to the customer&apos;s issue without interrupting.</li><li>Show that you are paying attention through verbal acknowledgments and body language if in person.</li></ul></li><li>Empathize:<ul><li>Demonstrate understanding and empathy for the customer&apos;s situation.</li><li>Use phrases like, &quot;I would be upset if my steering wheel was damaged when it arrived, too.&quot;</li></ul></li><li>Apologize:<ul><li>Offer a sincere apology for the inconvenience or issue, regardless of who is at fault.</li><li>A simple apology can go a long way in diffusing the situation and showing the customer that you care.</li></ul></li><li>Problem-Solve:<ul><li>Focus on finding a solution to the customer&apos;s problem.</li><li>Offer clear and actionable steps to resolve the issue and follow up to ensure satisfaction.</li></ul></li></ol><h3 id="implementing-leap-in-customer-service-at-apex-sim-racing">Implementing LEAP in Customer Service at Apex Sim Racing</h3>Listen:<ul><li>Always start by listening to the customer&apos;s concerns without interruptions.</li><li>Use phrases like &quot;I see,&quot; &quot;Go on,&quot; and &quot;I understand&quot; to show active listening.</li></ul>Empathize:<ul><li>Demonstrate empathy by acknowledging their feelings. For example, &quot;I understand how disappointing it can be when an order doesn&apos;t go as planned.&quot;</li><li>Personalize your responses to make the customer feel understood and valued.</li></ul>Apologize:<ul><li>Offer a genuine apology. For example, &quot;I&#x2019;m very sorry for the inconvenience this has caused you.&quot;</li><li>Make sure the apology is heartfelt and specific to the issue at hand.</li></ul>Problem-Solve:<ul><li>Work with the customer to find a satisfactory resolution. Outline the steps you will take to address their issue.</li><li>Ensure that you follow up with the customer to confirm that the problem has been resolved to their satisfaction.</li></ul><h3 id="example-scenario">Example Scenario</h3>Customer Complaint: A customer is upset because their order was delayed and they needed the item for an event.<ol><li>Listen: &quot;I understand you&apos;re upset about the delay in your order. Please tell me more about what happened.&quot;</li><li>Empathize: &quot;I can see how frustrating this situation must be, especially since you needed the item for an important event.&quot;</li><li>Apologize: &quot;I sincerely apologize for the delay and the inconvenience it has caused you.&quot;</li><li>Problem-Solve: &quot;Let&#x2019;s work together to resolve this. I can expedite a replacement order for you and provide a discount on your next purchase. Does that sound acceptable to you?&quot;</li></ol>Using the LEAP framework can help ensure that customer interactions are handled with care and professionalism, ultimately leading to higher customer satisfaction and loyalty.

Follow L.E.A.P for Customer Issues

Your quick-reference guide for how we handle customer inquiries, complaints, returns, refunds, and everything in between, the Apex way.It’s not just policies, it’s how you apply them, stay on brand, and make things right for our customers, always. Tr

<h1 data-start="333" data-end="356" id="isPasted">What This Is</h1>Your quick-reference guide for how we handle customer inquiries, complaints, returns, refunds, and everything in between,&#xA0;the Apex way. It&#x2019;s not just policies, it&#x2019;s how you apply them, stay on brand, and make things right for our customers, always.<hr data-start="612" data-end="615"><h3 data-start="617" data-end="649" id="general-principles">General Principles</h3><ul data-start="650" data-end="966"><li data-start="650" data-end="740">Treat every customer the same. Be personal, human, and avoid robotic replies.</li><li data-start="741" data-end="860">Own our mistakes, don&#x2019;t hide them. Use LEAP: Listen &#x2192; Empathize &#x2192; Apologize &#x2192; Provide a plan.</li><li data-start="861" data-end="966">Don&#x2019;t promise what you can&#x2019;t deliver. Always check stock, timelines, or shipping before committing.</li></ul><hr data-start="968" data-end="971"><h3 data-start="973" data-end="1003" id="when-to-escalate">When to Escalate</h3>Loop in Jimmy or Daniel if:<ul data-start="1040" data-end="1315"><li data-start="1040" data-end="1106">The customer is requesting a full refund on used/installed gear.</li><li data-start="1107" data-end="1163">It&#x2019;s a high-dollar order ($500+) with unusual demands.</li><li data-start="1164" data-end="1211">A replacement or price-match credit exceeds $500.</li><li data-start="1212" data-end="1315">A customer is threatening chargebacks, legal action, or publicly trashing us (Reddit, Discord, etc.).</li></ul><hr data-start="1317" data-end="1320"><h3 data-start="1322" data-end="1360" id="how-to-handle-complaints">How to Handle Complaints</h3><ul data-start="1361" data-end="1628"><li data-start="1361" data-end="1423">Stay calm. Even if they&#x2019;re angry, we flip to LEAP mode.</li><li data-start="1424" data-end="1485">Don&#x2019;t get defensive. Acknowledge the frustration first.</li><li data-start="1486" data-end="1551">Always recap what you can do, not just what you can&#x2019;t do.</li><li data-start="1552" data-end="1628">Offer options if possible. Refund? Replacement? Discount? Future perk?</li></ul><hr data-start="1630" data-end="1633"><h3 data-start="1635" data-end="1666" id="returns--refunds">Returns &amp; Refunds</h3><ul data-start="1667" data-end="1927"><li data-start="1667" data-end="1766">Use the official Return Policy as your guardrail but be flexible if it&#x2019;s genuinely our mistake.</li><li data-start="1767" data-end="1832">If you decide that the policy needs to be bent, always draft your response in the ticket tag Jimmy or Daniel for approval.</li><li data-start="1833" data-end="1927">Always issue refunds through Shopify admin not Gorgias. Ensure you&apos;re on the most recent order and that the necessary fees have been deducted or added as necessary.</li></ul><hr data-start="1929" data-end="1932"><h3 data-start="1934" data-end="1962" id="price-matching">Price Matching</h3><ul data-start="1963" data-end="2137"><li data-start="1963" data-end="1997">Check the Price Matching Policy.</li><li data-start="1998" data-end="2089">If a customer finds a lower price on our site within the allowed window, process it ASAP.</li><li data-start="2090" data-end="2137">Document all approvals for price adjustments.</li></ul><hr data-start="2139" data-end="2142"><h3 data-start="2144" data-end="2170" id="tone--voice">Tone &amp; Voice</h3><ul data-start="2171" data-end="2340"><li data-start="2171" data-end="2222">Friendly, clear, pit crew vibe where appropriate.</li><li data-start="2223" data-end="2279">When resolving issues and dealing with returns/cancellations: keep it simple, skip the brand voice, ensure LEAP is applied.</li><li data-start="2280" data-end="2340">Always sign off with your name so they feel taken care of.</li></ul><hr data-start="2342" data-end="2345"><h3 data-start="2347" data-end="2375" id="judgment-calls">Judgment Calls</h3>If you&#x2019;re not sure: &#x2714;&#xFE0F; Ask your manager. &#x2714;&#xFE0F; Check the macro library for examples. &#x2714;&#xFE0F; Never guess on big refunds or replacements.<hr data-start="2635" data-end="2638"><h3 data-start="2640" data-end="2663" id="key-reminder">Key Reminder</h3>We&#x2019;re not just shipping gear, we&#x2019;re their pit crew. Make it easy for people to stick with us, come back, and feel like they&#x2019;re in good hands.

Customer Service Protocols

Follow these steps for handling customer tickets.

Follow these steps for handling customer tickets<img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024080519-8f279e07-ca1c-4370-8d5d-e934e46d74f4-apex%20sim%20racing%20-%20customer%20service%20flow%20chart.jpg" style="width: 698px;" class="fr-fic fr-dib">

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Customer Service Approach and Philosophy

Follow L.E.A.P for Customer Issues

Customer Service Protocols

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