Jamie McKane
MyBroadband Journalist
- Joined
- Mar 2, 2016
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The forbidden words Apple employees aren't allowed to say
Apple's "Genius" technical support employees base their interactions with customers around the Genius Training Student Workbook, which focuses on the use empathetic communication.
According to a report by The Guardian, Geniuses should apologize that customers feel bad when they encounter problems with a product, but should not implicate the product itself as the source of the problem.
Apple's "Genius" technical support employees base their interactions with customers around the Genius Training Student Workbook, which focuses on the use empathetic communication.
According to a report by The Guardian, Geniuses should apologize that customers feel bad when they encounter problems with a product, but should not implicate the product itself as the source of the problem.