I read an interesting article that took an inside look at the training workbook for Geniuses at Apple stores. For those who don’t know the geniuses are the ones at the back of the store who help you with technical problems with your Apple gear.  Every experience I’ve had with them has been exceptional, so I was interested to see what sort of training they went though on the customer service side of things.

The article: “How To Be a Genius: This Is Apple’s Secret Employee Training Manual” details a learning program which demands a very controlled, prescriptive approach to the genius / customer interaction.  This would come as no surprise to people who watch Apple.  They are all about controlling the experience, from physical stores to the curated app store to unpacking your Apple gadget. Continue reading →