Apple genius training pdf apple genius training pdf download

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Email required Address never made public. Name required. Follow Following. Sign me up. Is this a good time? I was concerned with how quickly you spoke to the customer. It seemed like you were rushing through the interaction, and the customer had additional questions. In the future, please make sure to signal me if you need help rather than work too quickly with a customer. If someone had Fearless Feedback, we'd listen, but then afterwards I'd have this uncontrollable urge to punch them in the face.

We all found it much more effective to get Fearless Feedback from the managers, which was more like feared feedback. And yet on page 61, Apple insists this kind of inhuman speech "is essential to maintain Apple Retail culture," as well as your personal development. As much as Apple operates like a glistening hermetic mainframe, its underpaid floor workers will never function like the pearly gadgets they sell.

It's hard to expect them to, nor should we, perhaps, be surprised when these expectations of superhuman behavior are replaced instead by misbehavior. But behaving, misbehaving, or anything between, it doesn't matter. The Genius system, as detached from reality, astoundingly ambitious, sprawling, and rigorous as it is, works. It works better than anything that's ever come before it, and every Apple Store has the sales figures to back that up.

Maybe it's because the products sell themselves. Maybe it's the zealot fan base. Or maybe the blue-clad agents really are inside our heads when we walk away from the Bar.

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Document Information click to expand document information Description: The Genius Training Student Workbook we received is the company's most up to date, we're told, and runs a bizarre gamut of Apple Dos and Don'ts, down to specific words you're not allowed to use, and lessons on how to identify and capitalize on human emotions.

Sales, it turns out, take a backseat to good vibes—almost the entire volume is dedicated to empathizing, consoling, cheering up, and correcting various Genius Bar confrontations. And no matter how much the Apple Store comes off as some kind of smiling likeminded computer commune, it's still a store above all—just one that puts an enormous amount of effort behind getting inside your head. Did you find this document useful? Is this content inappropriate? Report this Document.

Description: The Genius Training Student Workbook we received is the company's most up to date, we're told, and runs a bizarre gamut of Apple Dos and Don'ts, down to specific words you're not allowed to use, and lessons on how to identify and capitalize on human emotions. Flag for inappropriate content. Download now. For Later. Related titles.

The manual features Apple's secret Genius Training student workbookhas just been leaked into the internet which teaches Apple's employees how to be a genius, and Gizmodo Aug 28, — Ever wondered what it takes to be a member of Apple's Genius Bar? Gizmodo has shared some interesting tidbits of what it claims is the most Customer: This Mac is just too expensive. Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities.

The maneuver is brilliant. The Genius has switched places with the customer. He is she and she is he, and maybe that laptop isn't too expensive after all. He Found it wasn't, at least. The manual then, on the next page, presents 20 roleplaying scenarios for each trainee and a partner to work out using the Three Fs. Click to expand Page 45 of the manual might've been good cargo to send with a deep space probe, as it'd help anyone unfamiliar with our species understand "Emotion Portrayed through Nonverbal Gestures.

Tip: If you're dealing with a new recruit at the Apple Store, don't put your "hand on hips" or give a "sideways glance," as you'll come off as both "aggressive" and "suspicious. Click to expand Negativity is the mortal sin of the Genius. Disagreement is prohibited, as are a litany of normal human tendencies outlined on page 80, which contradict the virtue of empathy: consoling, commiserating, sympathizing, and taking blame are all verboten.

Correcting a mistaken or confused customer should be accomplished using the phrase "turns out," which Apple says "takes you out of the middle of an issue," and also makes the truth seem like something that just arrived serendipitously. For example, on page Customer: The OS isn't supported. Genius: You'd think not, wouldn't you.

Turns out it is supported in this version. This is really just an advanced, Apple judo version of the customer is always right. But then there's the list of words that just straight up aren't allowed, on page The manual explains that "AppleCare's legal counsel has defined [these] terms that should be avoided when discussing product issues with customers.

Did your computer crash? No, it "stops responding. What if some Apple software has a bug?