Make the support experience more consistent. A simple to use rating system (think 2 or 3 clicks) that allows you to rate every service experience, the support rep and outcome. This would give you the ability to compare individual support reps, Genus Bars, AppleCare or channel support organizations and choose the most highly rated. The business can improve consistency through targeted training and incentive. Individual service locations and reps can benchmark their performance against their peers. Everyone has a stake in getting it right.