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Apple Store Employees Forced Into Positivity, Not Allowed To Say 'Unfortunately'

| Filed under: Wacky, Tacky & TrueTech TalkBusiness Blitz

apple store has lots of rules

But what if a customer specifically asks them to say the word "unfortunately?" Are they allowed to say it then? LOLz.

A new report has been released, which has revealed some inneresting details about working at Apple Store.

Here are some of the highlights:

- In-store technicians are told to speak with customers using "simple reassurances" that they're paying attention, such as "I understand" and "Uh-huh."

- Genius Bar employees aren't allowed to say "unfortunately," but instead are told to say "as it turns out."

- Appointments at the Genius Bar are generally triple booked

- Employees must NEVER correct customers who mispronounce words/names, so they don't feel "patronized"

- The retail philosophy at Apple Stores is A.P.P.L.E., meaning "Approach customers with a personalized warm welcome," "Probe politely to understand all the customer's needs," "Present a solution for the customer to take home today," "Listen for and resolve any issues or concerns," and "End with a fond farewell and an invitation to return."

Wowsa! Unfortunately As it turns out, working at an Apple Store sounds really intense! Ha!

What do U think about these Apple Store deets? Would U like to work at a Genius Bar?

[Image via Apple.]

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19 comments to “Apple Store Employees Forced Into Positivity, Not Allowed To Say 'Unfortunately'”

  1. Syntr says – reply to this


    Umm… Apple isn't the only company that does this… In fact most companies train their reps to use positive words… They're called bridging statements, anyone who's ever worked with costumer service or as a representative can tell you this is all pretty normal..

  2. 2

    Adults shouldn't be allowed to use the word inneresting.

  3. suzzy says – reply to this


    I guess Apple believes in the Law of Attraction. From www.GirlVent.com

  4. 4

    What's interesting about this other then you stole it off some tech sites? Every successful business teaches employees how to deal with customers. They're in the business of selling things. You can't sell things when you turn the customers off.

  5. 5

    Sounds like fabulous customer service to me, and that's something you rarely find today. I ONLY use Mac/Apple products and when I go to the MAC store, I'm always treated like gold, which, shockingly, makes me want to buy more Mac stuff. I never got that kind of treatment from Dell - just Indian CSR's who I could barely understand.

  6. 6

    Isn't it great! I love that they are charming and warm and welcoming in the Apple Store. They don't talk down to you. No matter how mobbed with customers they are, and that is always, someone is at the front door to smile and say hi and ask if you need assistance. They put you in the system right away, then someone comes to find you when it's your turn for customer service. But what's the most amazing is, every person working in the store knows their chit! So what's the point you're making?

  7. 7

    sounds like a good model and shows Apple does care about customers. too bad their computers are so fuckin expensive.

  8. 8

    Im a customer service rep & we cant say "unfortunately" either. we have to say "i do apologize…" & we cant say uh huh either, it just sounds unprofessional anyway!

  9. 9

    Yep, this isn't too odd at all if you work in customer service. I'm instructed to say "I apologize" or "I'm sorry" instead of "unfortunately." Gotta keep a positive apologetic tone when customers are pissed off.

  10. 10

    Re: Robdawg – right. I think that's the main reason why they are so focused on Customer Service. I mean, with those prices I bet they want consumers to keep coming back.

  11. 11

    Always the people on the least money get screwed over the most by the gig companies. Apple is the most anti consumerist company that there is: drip feeding technology, tying customers orders and downloads up in knots, chaotic stores etc etc, it's surprising they care anything about service in their crammed stores! Wake up Sheeple.

  12. Merab says – reply to this


    I don´t see anything bad in this approach …good attitude to a customer is never wrong…

    one thing only: probably it should be better if it were more like an advice not a regulation…regulations are too restrictive…it gives an impression that one takes some kind of necessary freedom of action and initiative from employees

  13. pynki says – reply to this


    no wonder im left frustrated, i feel like im talking 2 someone that doesn't know what their doing. & when im tryong to explain my problem, i feel like it takes forever to make my point across.

  14. 14


  15. 15

    This is news? I thought it was called customer service

  16. 16

    thats not a big deal at all. my boyfriend is a debt collector and he's not allowed to be negative. If he can do it they for sure can!

  17. 17

    Words AND thoughts carry vibrational tones, so this is not new and Apple isn't the only corporation to bring this concept forth. Words do matter. As it is in your mind, so it is in your world.

  18. 18

    Sounds corporate. I worked in a well known, upscale restaurant where we were not allowed to say to "no" to a guest in any capacity. Including "no problem" It was actually kinda kinda coming up with acceptable alternatives.

  19. 19

    what a crock of doodoo… did all these CEO's sit around some table and come up with this. I have been working in sales for years, and really…all these Managers who have no experience with the public seem to make all the rules. Not telling it like it is, is more condescending than using the real thing. I want the people that help me with either my computer or anything else to be honest and straight up. Unfortunately sir, you Apple Computer Sucks. God the Corporate world is so pathetic. How much did someone get paid to come up with that moronic idea.