AutoHotkey Community

Code: Select all

.....
It might be expected that Apple store employees are, as their name implies, tech gurus with incredible intellects.
But their true role has always been to use emotional guile to sell products.
The Genius Training Student Workbook is the vaguely comical title of the manual from which Apple store employees learn their art.
Prospective geniuses are taught to use empathetic communication to control customer experience and defuse tension,
  aiming to make them happy and relax their purse strings.
  
One of the techniques the book teaches is the “three Fs”: feel, felt, found.
Here’s an example from the book, meant to be role-played by trainees:
Customer: This Mac is just too expensive.
Genius : I can see how you’d feel this way. 
         I felt the price was a little high, but I found it’s a real value because of all the built-in software and capabilities.
When customers run into trouble with their products, geniuses are encouraged to sympathize, but only by apologizing that customers feel bad, 
 lest they implicate Apple’s products as the source of the trouble. 
In this gas-lit performance of a “problem free” brand philosophy, many words are actually verboten for staff.

Do not use words like crash, hang, bug, or problem, employees are told.
Instead say does not respond, stops responding, condition, issue, or situation. 
Avoid saying incompatible; instead use does not work with.

Staff have reported the absurdist dialogues that can result, like when they are not allowed to tell customers 
 that they cannot help even in the most hopeless cases, leading customers into circular conversations with 
 employees able neither to help nor to refuse to do so.
 
Apple’s “geniuses” perform on a stage that’s as carefully managed as they are. Jobs and Johnson wanted to 
  control every aspect of the Apple stores, down to the specific color of the bathroom signs.
Almost every detail is trademarked, from stairs to display tables to storage racks. 
Even the supposedly “intuitive” layout, so obvious that it can be understood by all,
  is considered unique enough to warrant a suite of intellectual property protections.
  ...