Keeping customers satisfied is key to any business thriving. Nobody knows that better than acclaimed iPhone (News - Alert) and iPad creator Apple, a company that recently had its employee manual leaked to the masses.
Titled the “Genius Training” guide, it comes jam packed with information on what to do and not to do in order to be considered an Apple (News - Alert) “genius,” or in other words, someone who can resolve your issue, problem or complaint in as short a time period as possible. It even offers pictures and the ways in which an employee should respond to a frustrated customer.
According to The New York Daily News, Apple outlines that its employees should “show empathy" and that “our stores are a happy place ... We deepen and restore relationships, we help them discover, we enrich their lives."
Most companies have an employee manual of sorts, with the goal of having pre defined procedures and rules set into place that everyone should follow in a uniform manner to enable the organization to continue to expand. The technology giant’s information is a little different however in that it enforces rigorous mandates as to the words its workforce isn’t permitted to use such as "bomb," "crash" or "hang" that can instead be replaced with "unexpectedly quits."
IPad image via Shutterstock
Looking at a specific case like when attempting to convince a customer an iPad is their best bet who can’t imagine not using a mouse to click to and fro, the guide suggests telling them, "I may know how you feel" and then starting a discussion that makes them feel as if you are in the same boat. "I'm a mouse fan and felt as if I’d never get used [to the trackpad], but I found it becomes very easy with a little practice," the guide states.
It even details how employees should judge gestures (“stroking chin" is a sign of "evaluation") and the way a visitor to the store is dressed, advising that an "unbuttoned coat" signals "cooperation".
This is not the first time a confidential employee handbook has been shown to the public, back in April Valve, a company that products videogames, made headlines when its handbook was unveiled and some very interesting details were revealed including the fact that every desk in the company’s headquarters has wheels and staff are encouraged to move around the office as much as they like. Interesting stuff, though not as cool as being banned from using certain words by your boss.
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Edited by Allison Boccamazzo