Staff at Apple's 'Genius' stores are not allowed to use words like "crash" or "hang" when talking to customers, a leaked training handbook has revealed.
Apple Genii are told they are to "guide every interaction", "strive to inspire" and "enrich [customers'] lives".
Sales staff are also given a list of words banned in customer interactions including "crash", "bomb" or "hang". Instead, Apple products are said to "unexpectedly quit" or "stop responding".
The manual was acquired by tech site Gizmodo, which described it as a handbook in "psychological training".
In one section, staff are told how deal with customer objections through using what the Cupertino company calls the "three f's": feel, felt and found.
When faced with the complaint that the tech giant's premium products are too expensive, Genius staff are told exactly what to say: "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."
Staff are also told to be on the look out for a customer's non-verbal cues including rubbing the nose, which can indicate suspicion, and tilting the head, which can signal that a customers is in a cooperative mood.
ninemsn.com.au 29 Aug 2012
See article from Dailytech from 18 Mar 2009
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