What does it take to become an Apple Genius? You’d think the biggest requirement would be a lot of technical knowledge, but really it’s empathy and knowing how to talk to people. Geniuses are the face of the company when customers are the most pissed off at Apple, so great customer service skills are key.
Gizmodo just unearthed Apple’s official Genius Training Student Workbook and it’s oozing with secrets, like words a Genius can’t use to describe a problem.
On page 30 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.” Never say crash.
What if some Apple software has a bug? Wrong: there’s an “issue,” “condition,” or simply “situation.”
You don’t “eliminate” a problem—you “reduce” it.
No Apple products are hot—at most they’re “warm.”
So even if an iPad gave a customer a third degree burn, all a Genius can say is, “That’s a bummer that your skin got fried off. iPads can get warm at times.” No sorries. No nada.
Apple tells Geniuses to focus on being empathetic, rather than being pushing customers to purchase something, so that customers feel great about themselves and are empowered, which will then lead them to buy iPhones 5s in record numbers. Head over to Gizmodo to learn more about what they found in the huge Apple training manual.