I saw this article online today, some highlights:
— In-store technicians are asked to deal with emotional customers by using “simple reassurances” that they are listening, like, “Uh-huh” and “I understand.”
— Employees at the Genius Bar are asked to say “as it turns out” instead of “unfortunately,” for a more positive spin on their bad news.
— Employees are forbidden from correcting customer mispronunciations, because it would make them feel “patronized.”
— New employees are made to shadow more experienced co-workers and are forbidden to talk to customers until they’re ready–which takes a few weeks, or more.