If you've ever been curious about what it takes to be an Apple Store Genius, a leaked internal training manual may provide those answers for you. Besides loving Apple products you must also remember things like "Apple products never get hot, only warm" or that "A Mac doesn't crash, it stops responding", among many other interesting tidbits.
Gizmodo has gotten ahold of one of Apple's more recent training manuals that 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 anything it does provide some interesting insight into how Geniuses are trained to interact with the general public. Some of the word trickery 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. And remember, next time your MacBook Pro gets so hot, err warm, that it could reheat your morning coffee on its own, any Genius can tell you that Apple products never actually get hot, therefore, you have nothing to worry about. Phew, I feel better now.
Source: Gizmodo
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