Apple Macintosh Instruction Manuals (User Guides) As per reader requests, direct links to official Apple Macintosh instruction manuals in PDF format - hosted by Apple's own support site- are provided below as well as on the specs page for each G3 and newer Mac. Not sure which Mac you need to locate? Mar 28, 2019 Some Genius Bars staff Geniuses-in-training. A Genius-in-training is trained to handle iPod and iPhone issues, but has not received formal Genius training. As part of the Mac Genius training process you will receive your Apple Certified Desktop Technician (ACDT) and Apple Certified Portable Technician (ACPT) certifications. The secret's out. Apple's confidential employee training manual has been revealed to the masses. The latest Genius Training Student Workbook for Apple sales staff landed in the hands of Gizmodo.
One of the key parts of Apple's retail success has been its Genius Bar, its in-house support service that lets Apple product owners bring in their gear to get looked at.
As it's been explained by former executives, the idea for the bar initially befuddled users, though over the years it's become a defining feature, and an increasingly important one as the company's gadgets have moved away from user-replaceable parts.
Mac Genius Training Manual Free
But just what kind of training is involved to make it behind that bar? Tech chops for sure, but as an internal training document shows, quite a bit of social engineering too.
Training Manual Template
Gizmodo today posted portions of Apple's Genius Bar training manual, an internal document meant to train new employees in human interaction. In the pages that have been posted, this includes the words and phrases used to describe something as basic as a frozen machine.
Just don't use 'frozen,' it turns out. That's a no-no, according to a snippet that was posted. Instead, things like 'unexpectedly quits,' 'does not respond,' or 'stops responding,' would be better picks. Another such section provides instructions on appearing to feel empathy with someone who comes into the store with a broken -- err nonresponsive -- gadget, using language that will make the Genius sound more sincere.
To be sure, there's seemingly nothing controversial in the book, according to Gizmodo's account of the pages that go unseen. The blog only playfully deems it as something that 'could easily serve as the Humanity 101 textbook for a robot university.'
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The leaked details, which Gizmodo says come from the latest version of the handbook, follow a story the outlet ran earlier this month about 'the most corrupt Apple Store in America.' That story featured former Apple retail employees discussing things like exploiting loopholes to get free iPhones, managers trading hardware for cosmetic surgery, and Geniuses intentionally damaging devices from problematic customers. That store was later outed as a Texas retail location by The Dallas Morning News.
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The leak comes amid intensified focus on Apple's retail operations, which are now run by Apple Senior Vice President John Browett. Browett -- previously the chief executive at U.K. electronics retailer Dixons -- attempted to rejigger the staffing at some of Apple's retail stores earlier this year, resulting in widespread rumors of cut hours and even layoffs. Apple responded earlier this month by saying it was trying out a new staffing formula and that it had since reverted to the previous system. Nonetheless, a new report suggests there are still some budget cuts in place at the company's retail stores, and that things like in-store workshops and employee performance metrics have been tweaked considerably.
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The secret's out. Apple's confidential employee training manual has been revealed to the masses.
The latest Genius Training Student Workbook for Apple sales staff landed in the hands of Gizmodo, which shared its spoils on Tuesday. It should be noted, however, that nowhere in the story does Gizmodo mention Apple confirming that the manual is legitimate.
Still, it is compelling reading. The book schools employees on basic human behavior, and helps them relate to customers — all in the name of a sale. Mac pro manual pdf. 'Everyone in the Apple Store is in the business of selling,' the manual states pointedly.
Selling is summed up in the acronym, APPLE, which stands for Approach, Probe, Present, Listen and End. Staff are encouraged to show empathy — a repeated theme throughout the tome. They even go through empathy exercises that role play possible customer situations. The workbook lays out guiding principles, such as, 'We deepen and restore relationships' and 'We enrich their lives.'
Employees are taught about positive and negative human emotions. For the uninitiated, people show frustration by making 'fist-like gestures' and boredom by giving a 'blank stare.' Conversely, 'hand rubbing' shows expectancy and an 'unbuttoned coat' demonstrates cooperation.
In Apple's eyes, negativity is a no-no, so the workbook outlines a section that prohibits staff from using words like 'bomb' and 'crash,' and instead replacing them with 'unexpectedly quits' or 'stops responding.' This emphasis on positivity extends to relationships between employees, who are encouraged to give 'fearless feedback' rather than openly criticize each other.
Every Apple 'Genius' must also attend a 14-day bootcamp that mandates programs as diverse as 'Using Diagnostic Services' and 'The Power of Empathy.'
What do you think of the manual? Tell us in the comments below.