Leaked training manual shows the do's and don'ts of being an Apple Genius

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.

Source: Gizmodo

iMore senior editor from 2011 to 2015.

  • I'll have to remember these tips the next time someone comes into the computer shop I work part time in using select quotes like; "My Mac is continuously showing that little spinning wheel to me & won't do anything." or "I went to answer my iPhone this morning & it was hot enough to fry an egg!" These quotes are usually punctuated by Damnit or some other expletive to graphic to mention. Now I can talk like an Apple genius too.
  • Reminds me of the time I sat at the genius bar and listened to a "genius" indignantly argue with a customer about his MBP getting hot. I have a MBP...Apple products DO get hot...not warm.
  • We have gone mad soft coating everything. Speed bumps are now traffic calming devices. Where is George Carlin when you need him. I would love to see a routine on Apple's training. That would be so funny. He died too young. Here is one of his quotes that would fit this so well "By and large, language is a tool for concealing the truth."
  • I bet Samsung can't wait to get their hands on this. This was the last thin their stores are missing.
  • If Samsung attempts to apply these customer service "methods" in their copied Apple... er... Samsung stores, they will get sued for that too and lose.
  • A MacBook doesn't get hot? Tell that to my scortched balls.
  • A MacBook doesn't get "hot". It may however get "warm". You may want to take it off your lap now so as not to roast your nads. :-)
  • Anyone sobbing uncontrollably at the Genius bar needs more "assistance" with their "issues" than Apple Geniuses can offer. :-)
  • Well this certainly falls inline with the "iPhone needs to cool down before you can use it." message I received last week. My phone wasn't too hot, it simply need to cool down from being too warm. Sheez, this takes corporate propaganda to a new level.