If you've ever been curious about what it takes to be an Apple Store Genius, a leaked internal training manual may provide some answers for you. Gizmodo got ahold of one of Apple's more recent training manuals, and it explains what Geniuses are taught during their training. It includes everything from how to be empathetic to words you should never say to customers.
Did your computer crash? No, it "stops responding." Never say crash.
What if some Apple software has a bug? Wrong: there's an "issue," "condition," or simply "situation."
You don't "eliminate" a problem—you "reduce" it.
No Apple products are hot—at most they're "warm."
If you've ever worked in retail, none of it will be a big surprise to you. Dealing with customers is dealing with customers, whether they're upset about their Mac, the pants they just bought, or the auto part they want to return. This manual just puts it all in an Apple Genius context. Some of it is no doubt useful in calming panicked customers, considering it's not very often that you see someone freaking out and sobbing hysterically in front of the Genius Bar. Then again, Apple prides themselves on providing over-the-top customer service and perhaps using toned down and understandable terminology creates a better experience.
Hit the link below to check out even more pages and context on what it takes to be an Apple Genius.