- MAKE APPOINTMENT AT APPLE STORE FOR REPAIR MANUAL
- MAKE APPOINTMENT AT APPLE STORE FOR REPAIR PORTABLE
- MAKE APPOINTMENT AT APPLE STORE FOR REPAIR SOFTWARE
- MAKE APPOINTMENT AT APPLE STORE FOR REPAIR MAC
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.
MAKE APPOINTMENT AT APPLE STORE FOR REPAIR 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.
MAKE APPOINTMENT AT APPLE STORE FOR REPAIR MAC
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.
MAKE APPOINTMENT AT APPLE STORE FOR REPAIR 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. As of August 2009, this phone is no longer installed in newer Apple Retail Stores and removed in others. The " Red Telephone" sometimes seen behind the Genius Bar was a direct line to Apple product specialists, allowing for problems and questions too complicated for the in-store employees to answer. Stools can be found in front of the Bar for people to sit and chat with each other or with employees. LCD screens behind the Bar play looped videos which offer tips to customers waiting for help. There may be other "floating" notebooks for iPod/iPhone troubleshooting, often referred to as "floaters". Employees now use iPads with similar software to check in machines for repairs. The layout of a Genius Bar previously consisted of at least two 15" or 17" current Apple Portable Computers, often mounted on "floating" stands. Ron Johnson, the former senior vice president for retail, often referred to the Genius Bar as the "heart and soul" of the Apple Store. If the in-house technician needs to send the affected device to an Apple Repair Center, most repaired or replaced iPhones will be returned or ready for pickup in approximately 3 business days. The Genius Bar at Apple Stores offers same-day service for both OLED/ LCD screen and lithium-ion battery replacement.
For problems that require repairs to hardware, most of the work can be completed on-site, while customers wait. Many of the services are provided for free, regardless of the product's warranty status. The locations provide concierge-style, face-to-face support for customers from "Geniuses" who are specially trained and certified by Apple, with multiple levels of certification depending on the products serviced. inside Apple Stores to support the use of its products and services. The Genius Bar is a technical support service provided by Apple Inc.
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