APPLE GENIUS TRAINING PDF

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DownloadApple genius training manual pdf. 2 18 11 10 01 AM, error. Service Control Manager - The Windows Audio service terminated. How To Be a Genius: This Is Apple's Secret Employee Training Manual - Free download as Word Doc .doc /.docx), PDF File .pdf), Text File .txt) or read online . We recently showed you just how badly some of Apple's retail elite behave We read Apple's secret Genius Training Manual from cover to cover.


Apple Genius Training Pdf

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looking for downloaded or pdf version of the Apple's secret Genius training manual bold letters, apple's genius training manual says to treat every customer. 2 apple training and certification get started. get technical. get certified. apple genius training student workbook pdf the genius bar is a tech support station. You also could read online Apple Genius Training Student Workbook in our web site. Obtain the book in pdf, word, txt, ppt, zip, site, and also rar. genius.

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. 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.

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.

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: 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 The OS isn't supported. 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? No Apple products are hotat most they're "warm. Sometimes there are bugs, laptops do run hot, and laptops crash. Fearless Feedback is Apple's term for institutionalized passive aggression.

On page 58, it's described as an "open dialogue every day," with "positive intent. On page 60, the following dialogue is presented as a realistic sample conversation between two Apple employees: I overheard your conversation with your customer during the last interaction and I have some feedback if you have a moment. 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.

Apple's Secret Employee Training Manual Revealed

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.

Bootcamp for Geniuses

How To Be a Genius: 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.

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Jump to Page. Search inside document. Bootcamp for Geniuses Before you can don the blue shirt and go to work with the job title of "Genius" every business day of your life, you have to complete a rigorously regimented, intricately scheduled training program. The Good Fight Although the indoctrination is usually skin deep, Apple gives new Geniuses a giant gulp of the Kool-Aid right off the bat.

Empathy The term "empathy" is repeated ad nauseum in the Genius manual. Human Beings 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.

Mudassar Nawaz. Harman Gill. Arun Kumar V.

Richard Sumelius. It is not, the book insists in bold type, "Sympathy, which is the ability to feel sorry for someone. If someone walks in sobbing because their hard drive is fried, you'll receive no immediate consolation. Instead, express regret that the person is expressing emotions.

How To Be a Genius: This Is Apple’s Secret Employee Training Manual

A little mind roundabout: "I'm sorry you're feeling frustrated," or "too bad about your soda-spill accident," the book suggests. This is, of course, the equivalent of telling your girlfriend "I'm sorry you feel that way" during a fight instead of just apologizing for what you did.

This works especially well when the customer is mistaken or has bad information.

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.

Advertisement Emphasis added 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.

Advertisement The manual then, on the next page, presents 20 roleplaying scenarios for each trainee and a partner to work out using the Three Fs.

Human Beings Advertisement 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.

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. Advertisement 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.

No, it "stops responding. What if some Apple software has a bug? Wrong: there's an "issue," "condition," or simply "situation. No Apple products are hot—at most they're "warm.

Sometimes there are bugs, laptops do run hot, and laptops crash. On page 58, it's described as an "open dialogue every day," with "positive intent. On page 60, the following dialogue is presented as a realistic sample conversation between two Apple employees: "Hi, fellow Genius.

I overheard your conversation with your customer during the last interaction and I have some feedback if you have a moment. 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.The manual explains that "AppleCare's legal counsel has defined [these] terms that should be avoided when discussing product issues with customers. Instead, express regret that the person is expressing emotions. A little mind roundabout: "I'm sorry you're feeling frustrated," or "too bad about your soda-spill accident," the book suggests.

Feel, Felt, and Found. To find out more, including how to control cookies, see here: Before you can don the blue shirt and go to work with the job title of "Genius" every business day of your life, you have to complete a rigorously regimented, intricately scheduled training program.

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