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1. #Apple roosevelt field genius bar manual#
2. #Apple roosevelt field genius bar portable#
3. #Apple roosevelt field genius bar pro#
4. #Apple roosevelt field genius bar software#

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#Apple roosevelt field genius bar pro#

#Apple roosevelt field genius bar software#

Spinoffs/offshoots Ĭurrently, Apple offers the Genius Bar for technical support, and has Creatives - software trainers - available at all times to answer less technical questions.

#Apple roosevelt field genius bar manual#

The manual was a well-kept secret, until a copy leaked in August 2012 and ended in the hands of Gizmodo's senior staff writer Sam Biddle, who commented: "It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying-you’ve never seen anything like it." A Christian Science Monitor article connected the manual's contents to the idea of the " reality distortion field", a term for Apple's effectiveness at charming customers. Employees who are not in the Genius role don't receive this manual or go through this training, The manual also teaches employees to read emotional cues such as drumming on a table or placing a palm on the back of the neck that might mean a customer is bored or frustrated, respectively.

Geniuses also have a list of words that the manual clearly stipulates as banned words such as "bomb", "crash" and "hang" must be substituted by "does not respond" or "unexpectedly quits".

Įvery Genius must attend a two-week recruit training that mandates programs as diverse as “Using Diagnostic Services” and “The Power of Empathy.” When customers have concerns, the prescribed response in the manual is the "Three Fs:" Feel, Felt, and Found technique. The basic selling strategy is summed up with a mnemonic device: Approach, Probe, Present, Listen, End ( APPLE). One of the basic tenets taught to the employees in training is that “Everyone in the Apple Store is in the business of selling”. The manual features various marketing techniques revolving around the end goal of selling merchandise. The Genius Training Student Workbook is Apple's employee training manual for Apple Store tech-support employees, called Geniuses. The Lead Genius is assisted by "Genius Admins", who is in charge of managing the administrative paperwork, organizing the Geniuses' work and liaising with customers about their repairs. Larger support teams are headed up by the "Lead Genius", who schedules workers, and handles customer service issues at the Genius Bar. Apple now maintains two Genius Bar queues: Mac and Mobile Device. After its release in 2010, iPad appointments also fell under the Family Room Specialists. In September 2009, the Family Room Specialists were folded into the mix to handle iPod and iPhone troubleshooting.

#Apple roosevelt field genius bar portable#

Most portable computer repairs and all desktop repairs are performed in-store and completed overnight or within a few days.

In some countries, Apple has service depots where portable repairs (for issues such as accidental damage) can be completed for a flat rate. Non-warranty service (which is paid for by the customer when repairs are complete) is also routinely performed. Most services carried out at the Genius Bar are free. They offer personal support when customers have problems or questions relating to their Apple products. The employees can also be viewed as the local representatives of AppleCare.