1. ekafara's Avatar

    A behind the scenes investigation of Apple retail stores by the Wall Street Journal has revealed the secret* of the consumer juggernaut’s famously positive culture: employees simply aren’t allowed to be negative.

    According* to a confidential 2007 training manual reportedly still in use , the carefully trained, clean-cut geeks behind the Genius bar are to say “as it turns out” rather than “unfortunately” when explaining a problem, and to deal with customers described as ‘emotional’ with ‘simple reassurances’ such as “uh-huh” and “I understand”.

    Oh, and if an employee is six minutes late to work, three times in six months? They can be fired.

    As it turns out.
    Posted from my CrackBerry at wapforums.crackberry.com
    pri79269 likes this.
    06-16-11 01:14 AM
  2. olliegrl's Avatar
    honestly i'd rather have my CS reps act like they give a **** instead of being like "wow your life sucks! now let's see if i care about helping you fix it..."

    i like personable reps. it's one of the reasons i like going to the apple store for products instead of ordering online.

    that and about 99% of the time, they actually DO help me out instead of just sending me away pissed.
    06-16-11 02:00 AM
  3. grunt0300's Avatar
    I really like going to the Apple Store too, however my store is 75 miles away from my home.
    06-16-11 09:41 AM
  4. olliegrl's Avatar
    yeah i've been there lol. When I moved to St. Louis I was so excited to find that I live 10 minutes away from one!

    I'm from Wichita and our closest one is in Kansas City...4 hours away. :/
    06-16-11 12:29 PM
  5. reeneebob's Avatar

    Posted from my CrackBerry at wapforums.crackberry.com
    Don't see how that is such a big deal - I can lose my job for the same thing and I don't work for Apple.
    06-16-11 12:43 PM