Not to be outdone, Sammy released it's own training manual. Sadly it's a copy of the actual Apple manual with "Samsung" written over the Apple logo with a sharpie.
How to tell when you're dating an Apple genius. He or she starts conversations with: "Maybe we can stop-responding-out some time."
5 Popular lines to us when breaking up or picking a fight to break up with that same Apple Genius :
"yeah, I'm not all all looking for a relationship right now. I am really trying to build up my social network of friends right now and I'm sooo glad I met you!
"I just don't feel that there is enough room in your life for me, Siri and Apple blog trolling"
"I don't think it's ok to recite lines from Steve Jobs (the book) during our intimate times"
"It's not you, it's me. But mostly you!"
"I secretly think Apple should make their iOS Free. What do you think?"
All this will be irrelevant once Cook and Browett get rid of all that pesky "customer satisfaction." No need to be helpful once the mark has handed over the cash.
Banning the use of commonly used and understood terms, such as crash and bug is beyond moronic. Imagine if a doctor did that - sorry you have lung canc... oh I mean, your lungs have stopped responding.
Plain language is incredibly important, and to deliberately avoid using it is disingenuous to say the least.
All this will be irrelevant once Cook and Browett get rid of all that pesky "customer satisfaction." No need to be helpful once the mark has handed over the cash.
Oi. Don't drag Cook into that unless we've proof of it. It's all on Browett, last I checked.
Banning the use of commonly used and understood terms, such as crash and bug is beyond moronic. Imagine if a doctor did that - sorry you have lung canc... oh I mean, your lungs have stopped responding.
Plain language is incredibly important, and to deliberately avoid using it is disingenuous to say the least.
Banning the use of IMPRECISE language is the idea. What does "Crash" mean? Kernel panic? Did an application unexpectedly quit? Or just stop responding? The whole computer or just one application? I could go on. Avoiding common, highly-vague terms helps focus in on the problem faster - and that's good for the customer and the genius.
having read this article, now all I want to do is go to my nerest Apple Store and see how many 'forbidden' words I can get the staff to utter.....I'll be back with the results
Standard Operating Procedure in upscale restaurants. If a waiter says "crispy" he means "fried." If he says "briny" he means "salty." If he says "it's interesting" he means "I wouldn't order it but my boss says to sell it."
As much as I laugh at the typical Gizmodo hawking of confidential Apple secrets, this is a pretty cool read.
So... to become awesome at customer service, you understand people and psychology, and you employ means of making interactions positive and memorable.
"Crash" does not make people feel good about the experience, so ban it. Wipe it out and replace it with stuff that actually helps.
Maybe I'm the only one, but I don't think of these kinds of things as spin. It's more like "people are going to love our company, and we're going to do it by going down into our language and frame how the customer sees us in a different and better light." Read up: THIS is how you get people to care about your technology company.
having read this article, now all I want to do is go to my nerest Apple Store and see how many 'forbidden' words I can get the staff to utter.....I'll be back with the results
I was thinking about running down the list of "expressed emotions"… 'kicking at nothing', 'blank stare', and so forth.
I took an iphone 4 in and was willing to pay the 150gbp to get the replacement but they couldn't charge my card so told me its my lucky day and gave me the phone for free, I will always buy apple now..
Banning the use of IMPRECISE language is the idea. What does "Crash" mean? Kernel panic? Did an application unexpectedly quit? Or just stop responding? The whole computer or just one application? I could go on. Avoiding common, highly-vague terms helps focus in on the problem faster - and that's good for the customer and the genius.
Yeah, like the alternatives they offer for "crash" are so much more precise!!
BTW, I did Apple support through a 3rd party for about 30 months and I always had to watch what words I chose. Sometimes it just gets to be silly.
Originally Posted by Caanan @ No Vacation Required
#next_pages_container { width: 5px; hight: 5px; position: absolute; top: -100px; left: -100px; z-index: 2147483647 !important; } what about "spinning beach ball of death?" Is that in the playbook?
Side note: The logic board on my MBA (2011) failed last week. Took it to Apple and - despite the fact that my MBA is no longer under warranty and I don't have AppleCare - they fixed it for free. I was stunned.
In years past, that had always been my experience with Apple, but I thought that as they became a much bigger company, they were actually avoiding that kind of service and simply "playing by the book".
I may have told these stories before, but some years ago, my daughter had her laptop and a baby on her lap and the baby pulled the screen back and broke the hinges. The screen still worked, but had to be supported. Apple said it wasn't worth fixing - would cost well over $1000. Then the video card died. She brought it in to have the video card replaced and was expecting to pay for that, but not to have the hinges fixed. Apple fixed the entire thing for free.
My son-in-law bought a G4 tower in which the power supply died on several occassions. Apple replaced the power supply each time, but on the last visit, he told them that he would expect a new machine if it failed again. It did fail again but by this time the G4 tower was no longer available. Apple gave him a G5.
When I got my first iPhone, I was having problems with it. Apple ran a diagnostic and claimed nothing was wrong with it (although I could have swore I saw the diagnostic did come up with something wrong). In any case, they replaced the phone anyway.
Under warranty, I was having problems with the DVD player in the laptop. It would play CDs, but would frequently fail on DVDs. I brought it in and the "genius" quickly realized that I knew what I was doing so he didn't spend a lot of time re-diagnosing the issue. He took the machine in for a replacement drive but warned me it might take 2-3 days. I begged him to do it faster (I dropped it off about midnight). When I woke up later that morning, I already had a phone-mail message that the machine was ready for pickup.
So all of those events made me love Apple very much. They came through every time.
But right now, after loading Mountain Lion, I'm experiencing both the battery life issues and the freeze issues. And while I did receive a call from Apple on the battery life issue, it doesn't look like Apple is doing much about either issue, since the .1 release didn't help. I'm hoping the .2 release fixes these issues. If it does, I'm willing to forgive. If it doesn't, Apple will have killed my faith and I've been a customer and/or developer since the Apple ][ days.
That's what scares me about these language mandates. It's fine to be positive with customers and to use consistent language, but language shouldn't be used to avoid real issues.
Who would want to visit the rump of the industry that is Gizmodo? And why am I not surprised that they're the ones leaking this (and highlighting things they feel emotional about)?
I'm against a few of the things that Apple offers as 'alternatives' in these scenarios. They just feel… off, really.
Thirty-seven years ago I was in the retail business selling big ticket products (church organs both pipe/electronic) and my employer sent me to a Dale Carnegie course called "Selling Your Price in Today's Market." Nothing has changed. As a salesman you need to inform/convince people to pay the price you are asking, especially if your products and prices are premium. Explaining how paying more up front will save money in the long run and provide a better ownership experience is key. People willingly pay more for what they perceive as a superior value. I see nothing wrong with that approach. Soothing ruffled feathers is no vice either. The majority of us cannot do without our automobiles even for a short time and we get really cranky really quick if our mechanic can't fix it that day. Same goes for computers.
Comments
Not to be outdone, Sammy released it's own training manual. Sadly it's a copy of the actual Apple manual with "Samsung" written over the Apple logo with a sharpie.
Quote:
Originally Posted by Santoanderson
How to tell when you're dating an Apple genius. He or she starts conversations with: "Maybe we can stop-responding-out some time."
5 Popular lines to us when breaking up or picking a fight to break up with that same Apple Genius :
"yeah, I'm not all all looking for a relationship right now. I am really trying to build up my social network of friends right now and I'm sooo glad I met you!
"I just don't feel that there is enough room in your life for me, Siri and Apple blog trolling"
"I don't think it's ok to recite lines from Steve Jobs (the book) during our intimate times"
"It's not you, it's me. But mostly you!"
"I secretly think Apple should make their iOS Free. What do you think?"
#next_pages_container { width: 5px; hight: 5px; position: absolute; top: -100px; left: -100px; z-index: 2147483647 !important; }Another amazing scoop from Gizmodo - zzzzzzzzzzz
Somewhere Samsung is updating their training manual with new unique details.
Banning the use of commonly used and understood terms, such as crash and bug is beyond moronic. Imagine if a doctor did that - sorry you have lung canc... oh I mean, your lungs have stopped responding.
Plain language is incredibly important, and to deliberately avoid using it is disingenuous to say the least.
Originally Posted by knightlie
All this will be irrelevant once Cook and Browett get rid of all that pesky "customer satisfaction." No need to be helpful once the mark has handed over the cash.
Oi. Don't drag Cook into that unless we've proof of it. It's all on Browett, last I checked.
Quote:
Originally Posted by kotatsu
Banning the use of commonly used and understood terms, such as crash and bug is beyond moronic. Imagine if a doctor did that - sorry you have lung canc... oh I mean, your lungs have stopped responding.
Plain language is incredibly important, and to deliberately avoid using it is disingenuous to say the least.
Banning the use of IMPRECISE language is the idea. What does "Crash" mean? Kernel panic? Did an application unexpectedly quit? Or just stop responding? The whole computer or just one application? I could go on. Avoiding common, highly-vague terms helps focus in on the problem faster - and that's good for the customer and the genius.
is this so wrong of me?
having read this article, now all I want to do is go to my nerest Apple Store and see how many 'forbidden' words I can get the staff to utter.....I'll be back with the results
Standard Operating Procedure in upscale restaurants. If a waiter says "crispy" he means "fried." If he says "briny" he means "salty." If he says "it's interesting" he means "I wouldn't order it but my boss says to sell it."
As much as I laugh at the typical Gizmodo hawking of confidential Apple secrets, this is a pretty cool read.
So... to become awesome at customer service, you understand people and psychology, and you employ means of making interactions positive and memorable.
"Crash" does not make people feel good about the experience, so ban it. Wipe it out and replace it with stuff that actually helps.
Maybe I'm the only one, but I don't think of these kinds of things as spin. It's more like "people are going to love our company, and we're going to do it by going down into our language and frame how the customer sees us in a different and better light." Read up: THIS is how you get people to care about your technology company.
Originally Posted by Robbox
is this so wrong of me?
having read this article, now all I want to do is go to my nerest Apple Store and see how many 'forbidden' words I can get the staff to utter.....I'll be back with the results
I was thinking about running down the list of "expressed emotions"… 'kicking at nothing', 'blank stare', and so forth.
Doesn't sound like they consulted George Carlin on this one.
Crash, Freeze, Hang, C***, C********, M*********** and T***...
I took an iphone 4 in and was willing to pay the 150gbp to get the replacement but they couldn't charge my card so told me its my lucky day and gave me the phone for free, I will always buy apple now..
Quote:
Originally Posted by Maltz
Banning the use of IMPRECISE language is the idea. What does "Crash" mean? Kernel panic? Did an application unexpectedly quit? Or just stop responding? The whole computer or just one application? I could go on. Avoiding common, highly-vague terms helps focus in on the problem faster - and that's good for the customer and the genius.
Yeah, like the alternatives they offer for "crash" are so much more precise!!
BTW, I did Apple support through a 3rd party for about 30 months and I always had to watch what words I chose. Sometimes it just gets to be silly.
Quote:
Originally Posted by Caanan @ No Vacation Required
#next_pages_container { width: 5px; hight: 5px; position: absolute; top: -100px; left: -100px; z-index: 2147483647 !important; }
what about "spinning beach ball of death?" Is that in the playbook?
Side note: The logic board on my MBA (2011) failed last week. Took it to Apple and - despite the fact that my MBA is no longer under warranty and I don't have AppleCare - they fixed it for free. I was stunned.
In years past, that had always been my experience with Apple, but I thought that as they became a much bigger company, they were actually avoiding that kind of service and simply "playing by the book".
I may have told these stories before, but some years ago, my daughter had her laptop and a baby on her lap and the baby pulled the screen back and broke the hinges. The screen still worked, but had to be supported. Apple said it wasn't worth fixing - would cost well over $1000. Then the video card died. She brought it in to have the video card replaced and was expecting to pay for that, but not to have the hinges fixed. Apple fixed the entire thing for free.
My son-in-law bought a G4 tower in which the power supply died on several occassions. Apple replaced the power supply each time, but on the last visit, he told them that he would expect a new machine if it failed again. It did fail again but by this time the G4 tower was no longer available. Apple gave him a G5.
When I got my first iPhone, I was having problems with it. Apple ran a diagnostic and claimed nothing was wrong with it (although I could have swore I saw the diagnostic did come up with something wrong). In any case, they replaced the phone anyway.
Under warranty, I was having problems with the DVD player in the laptop. It would play CDs, but would frequently fail on DVDs. I brought it in and the "genius" quickly realized that I knew what I was doing so he didn't spend a lot of time re-diagnosing the issue. He took the machine in for a replacement drive but warned me it might take 2-3 days. I begged him to do it faster (I dropped it off about midnight). When I woke up later that morning, I already had a phone-mail message that the machine was ready for pickup.
So all of those events made me love Apple very much. They came through every time.
But right now, after loading Mountain Lion, I'm experiencing both the battery life issues and the freeze issues. And while I did receive a call from Apple on the battery life issue, it doesn't look like Apple is doing much about either issue, since the .1 release didn't help. I'm hoping the .2 release fixes these issues. If it does, I'm willing to forgive. If it doesn't, Apple will have killed my faith and I've been a customer and/or developer since the Apple ][ days.
That's what scares me about these language mandates. It's fine to be positive with customers and to use consistent language, but language shouldn't be used to avoid real issues.
Quote:
Originally Posted by Tallest Skil
Who would want to visit the rump of the industry that is Gizmodo? And why am I not surprised that they're the ones leaking this (and highlighting things they feel emotional about)?
I'm against a few of the things that Apple offers as 'alternatives' in these scenarios. They just feel… off, really.
Thirty-seven years ago I was in the retail business selling big ticket products (church organs both pipe/electronic) and my employer sent me to a Dale Carnegie course called "Selling Your Price in Today's Market." Nothing has changed. As a salesman you need to inform/convince people to pay the price you are asking, especially if your products and prices are premium. Explaining how paying more up front will save money in the long run and provide a better ownership experience is key. People willingly pay more for what they perceive as a superior value. I see nothing wrong with that approach. Soothing ruffled feathers is no vice either. The majority of us cannot do without our automobiles even for a short time and we get really cranky really quick if our mechanic can't fix it that day. Same goes for computers.
Geniuses need a training manual?
Quote:
Originally Posted by Tallest Skil
Oi. Don't drag Cook into that unless we've proof of it. It's all on Browett, last I checked.
I'll not bet on that...
Quote:
Originally Posted by Tallest Skil
Oi. Don't drag Cook into that unless we've proof of it. It's all on Browett, last I checked.
I'm concerned that's not true. I hope you're right, but I'm now not convinced.