“Details from Apple’s training manual for Genius Bar employees have been published online, revealing how the company teaches its workers to read customer body language, and how words like ‘crash’ and ‘hang’ are not to be used,” AppleInsider reports.
“The company’s confidential information was published on Tuesday by Gizmodo, which referred to the employee workbook as “psychological training” designed to ensure that customers are happy. In particular, Apple Geniuses are told to focus on empathizing with customers and employ what are called the ‘three Fs:’ feel, felt and found,” AppleInsider reports. “In one example, Geniuses are told how to respond to a customer who feels a Mac may be too expensive for them. The employee is advised to employ the three Fs, saying ‘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.'”
AppleInsider reports, “Also included in the employee manual is a list of things Geniuses are not allowed to say.”
Read more in the full article here.
MacDailyNews Take: Genius training manual details banned words for Apple employees:
Browettize
Brow·ett·ize [brau-eh-tize]
verb (used with object), Brow·ett·ized, Brow·ett·iz·ingto monkey with success, usually in a cheap and ignorant way; to reinvent the wheel; to fix what isn’t broken; to screw the pooch; to attempt to empire-build with disastrous results, then face widespread public humiliation
brow·ett·i·za·tion, noun
brow·ett·ized, un·brow·ett·ized, adjective
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