[muglo] Apple training manual........EXCELLENT ADVICE
- From: Frank Birch <fbirch@xxxxxxxxxx>
- Date: Tue, 28 Aug 2012 15:21:31 -0400
The manual could easily serve as the Humanity 101 textbook for a robot
university, but at Apple, it's an exhaustive manual to understanding customers
and making them happy. Sales, it turns out, take a backseat to good
vibes—almost the entire volume is dedicated to empathizing, consoling, cheering
up, and correcting various Genius Bar confrontations. The assumption, it'd
seem, is that a happy customer is a customer who will buy things. And no matter
how much the Apple Store comes off as some kind of smiling likeminded computer
commune, it's still a store above all—just one that puts an enormous amount of
effort behind getting inside your head.
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