While Apple tends to be rather secretive about most of their practices – including how they train their employees – Gizmodo has managed to get their hands on Apple’s complete training manual for their Genius Bar stall, which reveals details of how Geniuses are trained to handle customer service issues.
We read Apple’s secret Genius Training Manual from cover to cover. It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying—you’ve never seen anything like it. 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.
The manual reveals several unsurprising facts about Apple’s retail program, such as that sales take a second seat to customer service and a good retail experience, and much of the manual revolves around empathizing and relating to customers to give them the best possible service.
If you’re interested, head on over to Gizmodo for the full scoop! Their article goes into a fair bit of detail. and reveals plenty of interesting nuggets about Apple’s retail training program.