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The folks over at Gizmodo recently got their hands on Apple’s ‘Genius Training Student Workbook’—a manual that teaches the company’s new recruits what to think and say to keep customers happy.
According to the Genius Training Student Workbook, there are certain words an Apple Genius should never say, lessons on how to identify human emotions and dos and don’ts.
The training program for recruits spans over 14 days, and covers topics such as “The Power of Empathy”, “Using Service Diagnostics”, and “One-to-One Training Skills”.
On empathy, the manual also guides recruits to use phrases on customers who have mistaken or bad information.
An example:
Customer: I want an iPad, but I need a mouse. I can’t del with all this rouching.
Genius: I may know how you feel. I’m a mouse fan and felt as if I’d never get used… but found it becomes very easy with a little practice.
Apple Geniuses are also not allowed to use the words “crash”, “hand”, “bug” and “problem”; rather, they should use “unexpectedly quits”, “does not respond” and “stops responding”.
What do you think—do Apple employees really comply with manual?
To read more about what’s inside the manual, head over to Gizmodo.
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[via Gizmodo]