(A)pproach, (P)robe, (P)resent, (L)isten, (E)nd
August 29, 2012 3:31 PM Subscribe
The alternative to admitting that it simply sucks when an Apple TV is bricked or phone shatters, Geniuses are taught to employ the "Three Fs: Feel, Felt, and Found. This works especially well when the customer is mistaken or has bad information…"Apple's secret employee training manual for its "Geniuses" as revealed by Gizmodo.Customer: This Mac is just too expensive. Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities…The maneuver is brilliant. The Genius has switched places with the customer. He is she and she is he, and maybe that laptop isn't too expensive after all. He Found it wasn't, at least.
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