Everyone loves the Apple Geniuses, right? (Well, apart from those poorly received ads that ran during the Olympics, that is.) But have you ever considered how much work goes into training them to deal with wave after wave of people arriving in the Apple Store, with complaints ranging from the mundane to the absurd? Somehow, Gizmodo got hold of an Apple Genius training manual, and it’s an incredible look into the organization.
You would think this might be just about the repair side of things, how to identify and fix problems — but it’s actually much, much more. In fact, it’s almost all psychological — how to deal with people, how to empathize, the role of the Genius, what language to use, how to read body language, and everything else. It’s part of 14 days of intensive training they all go through.
This seems like a ramped up version of every employment manual I ever had working retail. It takes the ideas that usually get thrown around, and cranks them up to 11. I can’t argue with the results though, the Genius teams have always been excruciatingly friendly and helpful whenever I’ve needed repair work done.