Samsung start your copying.
Right, we wouldn't want to have to sue Samsung for implementing a training program, because Apple invented computer training as well as the concept of a phone with rounded corners.
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An Inside Look at Apple's Genius Training Manual
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Right, we wouldn't want to have to sue Samsung for implementing a training program, because Apple invented computer training as well as the concept of a phone with rounded corners.
That reads like an undergraduate's first essay.
If you look at the image right above, "we guide very interaction" is in the *avoid* column, with "we make it easy to learn about our products" to be preferred. Same goes for "we enrich their lives". And those clearly are about products, not in-store/personal interactions.
Tone and all, it's like they're asking to get sued out of their asses. Terrible reporting.
If you look at the image right above, "we guide very interaction" is in the *avoid* column, with "we make it easy to learn about our products" to be preferred. Same goes for "we enrich their lives". And those clearly are about products, not in-store/personal interactions.
Tone and all, it's like they're asking to get sued out of their asses. Terrible reporting.
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swingerofbirch
macrumors 68040
I've had some experience working for Apple and I can say that it's pretty accurate except it doesn't mention the daily e-meter sessions to make sure you're in ethics and not connected to any People Against Apple.
Wow, this is really a eye opener. Why would they NOT hire technically savvy people? I'd like to see the part about assuming a customers spending ability based on appearance. - I'm guessing it's in there somewhere. Some namby pamby sugar coated apple-speak nonsense about how clean a customers shoes are or something.
I think this is horrible, trying to implant culture, and even language. Which just makes the staff seem like idiots. If a noob user wanders in complaining about a crash - they don't want to hear back a robot response, "You experienced a temporary system nap?" or whatever.
Seriously, I would never ask a apple genius anything, I assume they are clueless well connected sales staff.
Please apple, let your employees be themselves, hire fans not "pretty people" before you get a class action lawsuit.
I think this is horrible, trying to implant culture, and even language. Which just makes the staff seem like idiots. If a noob user wanders in complaining about a crash - they don't want to hear back a robot response, "You experienced a temporary system nap?" or whatever.
Seriously, I would never ask a apple genius anything, I assume they are clueless well connected sales staff.
Please apple, let your employees be themselves, hire fans not "pretty people" before you get a class action lawsuit.
I was totally into using the term "hipster tools" and got bored and annoyed of it before it was even cool
The geniuses you see up front are the same people that fix the computers in the back
This is a story looking for a reason to be. I don't see anything unusual here. All corporate training manuals emphasize positive over negative. Having done six years of tech support for Apple and one year for Dell, I can say that more than half of "My drive is toast" issues turned out to be solved without replacing the drive, and about half of the others refused to erase a drive on the objection that they can't afford to have their data erased-- they insisted on replacing the drive, even though tossing the old drive would not save their data. Maybe they thought holding the new drive close to the old one would gather the old data by osmosis.
I also have found no Apple employee with a stuck up attitude either in the U.S. or abroad. Is that what bearded hipster means? Is a beard a sign of poor character? Maybe a plaid shirt with a pocket protector would be a better image for Apple, or grey-haired guys with arms crossed like Mr. Norton Symantec.
Many customers also use severe terms for less severe symptoms, like freeze for a 2-second delay. My favorite is "It won't let me..." as if the computer were holding the customer's hands behind his back or had the customer in a half-Nelson. Might as well say an inattentive cat won't let me make him come when called.
I also have found no Apple employee with a stuck up attitude either in the U.S. or abroad. Is that what bearded hipster means? Is a beard a sign of poor character? Maybe a plaid shirt with a pocket protector would be a better image for Apple, or grey-haired guys with arms crossed like Mr. Norton Symantec.
Many customers also use severe terms for less severe symptoms, like freeze for a 2-second delay. My favorite is "It won't let me..." as if the computer were holding the customer's hands behind his back or had the customer in a half-Nelson. Might as well say an inattentive cat won't let me make him come when called.
the thing that pisses me off about apple store employees is that they talk to you like you don't know what you are talking about. and when you try and tell them what the problem is they don't believe you.
i had to take my brand spanking new macbook pro back to apple after 2 weeks of owning it. i told the guy at the genius bar the logic board was dead. he said no it is the magsafe power. i told him to get the logic board check out anyway. sure enough when i got it back the magsafe was replaced but no logic board. so when i got home it turned on but as soon as i plugged a usb in it died yet again.
then thankfully when i went back to the genuis bar i got a different guy and he acknowledged that the logic board was the problem.
its a hit or miss with apple employees.
i had to take my brand spanking new macbook pro back to apple after 2 weeks of owning it. i told the guy at the genius bar the logic board was dead. he said no it is the magsafe power. i told him to get the logic board check out anyway. sure enough when i got it back the magsafe was replaced but no logic board. so when i got home it turned on but as soon as i plugged a usb in it died yet again.
then thankfully when i went back to the genuis bar i got a different guy and he acknowledged that the logic board was the problem.
its a hit or miss with apple employees.
Most times I've found the "Genius Bar" people helpful. They tend to roll with whatever you're telling them. Since I build/repair computers on the side I'm often aware of likely issues and speak to them in those terms. Some of the staff like this and drop the "simple person" talk and get into the technical aspects of the issues.
However some geniuses are so trained to dumb down everything and talk slowly and simply that when you break out tech terms (that many do know) they just stick to the script.
I've witnessed them interacting with people that likely don't know the difference between a hard drive and a RAM stick and I have to admit keeping it really simple, smiling, and using really basic terms keeps these customers mostly content.
Of course if you know anything about these electronics/computers then you might feel like you're being talked down to by smug staff, but for the average Apple user these days it comes across as "wow they get me, they get that this thing won't let me view my photos."
However some geniuses are so trained to dumb down everything and talk slowly and simply that when you break out tech terms (that many do know) they just stick to the script.
I've witnessed them interacting with people that likely don't know the difference between a hard drive and a RAM stick and I have to admit keeping it really simple, smiling, and using really basic terms keeps these customers mostly content.
Of course if you know anything about these electronics/computers then you might feel like you're being talked down to by smug staff, but for the average Apple user these days it comes across as "wow they get me, they get that this thing won't let me view my photos."
Right, we wouldn't want to have to sue Samsung for implementing a training program, because Apple invented computer training as well as the concept of a phone with rounded corners.
Which training program? The free workshops or the One to One?
I've heard from some people who got banned from an Apple store just for looking inside of a Mac Pro
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