LONDON: A training manual belonging to tech giant Apple, which has detailed do’s and don’ts of “how to be an Apple Genius” was leaked online, revealing just how tightly the tech giant controls its staffers’ interactions with the customers, and crafts its in-store image.
The ” Genius Training” manual, obtained by Gizmodo, lays out a 14-day training programme that will turn one from a simple-minded civilian into Apple-approved expert.
“No need to mince words: This is psychological training,” the New York Daily News quoted Gizmodo, as writing.
The tech blog posted numerous pictures of the inside of the manual, complete with robotic-sounding instructions for how the geniuses should interact with their customers.
“Show empathy. Our stores are a happy place … We deepen and restore relationships, we help them discover, we enrich their lives,” the manual advises.
According to the manual, Apple also has enlisted strict guidelines on what their geniuses can and can’t say, putting a ban on words like “bomb,” “crash” or “hang” while suggesting milder alternatives to describe computer problems, such as “unexpectedly quits.”
Gizmodo, in its blog, claims that Apple urges its staffers to follow the “Three Fs: Feel, Felt and Found, which works especially well when the customer is mistaken or has bad information,” it added.
Apple employees declined to make any comments about the manual.