If a customer has contacted Apple Care three times about the same issue, how should you proceed?

In situations where a customer has already reached out multiple times regarding the same issue, it is essential to refer to the notes made by tier 2 advisors. This approach allows you to build on previous troubleshooting efforts rather than starting from scratch. By reviewing the documented notes, you can gain valuable insights into the customer's previous interactions, what has already been tried, and any specific recommendations made by the more experienced advisors. This continuity can help you address the problem more efficiently and effectively.

In addition, utilizing the existing information shows the customer that their concerns are taken seriously and their time is valued, contributing to a more positive customer experience. It can also potentially expedite finding a resolution, as you won't be rehashing steps that have already been attempted without success. Thus, leveraging tier 2's expertise and previously documented work is a productive way to proceed.