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.
I live overseas. When the logic board failed on my white Macbook 14 months after it was purchased, I called up the U.S. Apple hotline and they approved a free repair at my local authorized repair center. And last January, precisely 13 months later, the logic board failed again!!! I called the hotline again, and 4 days later after talking to about 3-4 Apple representatives, and after some serious complaining on my part, they approved another free repair. Wow!
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.
It has nothing to do with imprecise language. Are you really arguing you don't understand what "crash" means when someone uses in relation to a computer? If I said, "Mail crashed." are you honestly saying you'd be confused by what I meant? It's about the negative emotion that gets associated with those words. Even the manual says that.
Sorry, but I've dealt with enough thoroughly confused, technically illiterate users to know that they can and do mean anything and everything when using terms like "crash." It shouldn't be imprecise, but it is -- so they're right not to use it.
Just wondering... ...haven't really been looking during my visits, but since you brought it up, don't think I've seen many if any female Apple Genii... ...anyone with more experience who knows how well they're represented in the ranks?
The restaurant's likely not too upscale if it's offering "crispy." That is, I hate to break it to you, but KFC is not haute cuisine.....
Three Star Italian Seafood in NYC. The Italians fry a LOT. ;-)
The difference between sauteéd and fried is about 1/8th of an inch of oil.
I took this training several months ago and it was very good. You can train a monkey to fix computers but when it comes to customer interaction most techies fall flat on their face. We did at least an hour of customer interaction senarios each day and it was well worth it trying to comeback with a response that your mother or grandmother would understand. I was very impressed with Apple's training and focus on the customer. Its all about creating promoters and fixing relationships between users and their computers.
It has nothing to do with imprecise language. Are you really arguing you don't understand what "crash" means when someone uses in relation to a computer? If I said, "Mail crashed." are you honestly saying you'd be confused by what I meant? It's about the negative emotion that gets associated with those words. Even the manual says that.
Yes, that is exactly what I said in the bit of text you quoted in your own post. Did you read it? I gave several examples of what a customer might mean when they use the term "crash". Basically, any behavior other than what they expect.
Of course it's also about the negative connotation but precision is also a factor, arguably the more important one.
Comments
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.
I live overseas. When the logic board failed on my white Macbook 14 months after it was purchased, I called up the U.S. Apple hotline and they approved a free repair at my local authorized repair center. And last January, precisely 13 months later, the logic board failed again!!! I called the hotline again, and 4 days later after talking to about 3-4 Apple representatives, and after some serious complaining on my part, they approved another free repair. Wow!
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.
It has nothing to do with imprecise language. Are you really arguing you don't understand what "crash" means when someone uses in relation to a computer? If I said, "Mail crashed." are you honestly saying you'd be confused by what I meant? It's about the negative emotion that gets associated with those words. Even the manual says that.
<see below>
Quote:
Originally Posted by bigpics
Just wondering... ...haven't really been looking during my visits, but since you brought it up, don't think I've seen many if any female Apple Genii... ...anyone with more experience who knows how well they're represented in the ranks?
The restaurant's likely not too upscale if it's offering "crispy." That is, I hate to break it to you, but KFC is not haute cuisine.....
Three Star Italian Seafood in NYC. The Italians fry a LOT. ;-)
The difference between sauteéd and fried is about 1/8th of an inch of oil.
No worries there mate, wouldnt go unless my motherboard fries and I need some compassion and to claim my warranty rights.
Quote:
Originally Posted by jragosta
Then don't go to the Genius Bar. Problem solved.
No !#$% especially their shiny glossy screens.
Apple is a perfect company with zero problems. Everything they do is the best and there is nothing they need to improve upon.
Quote:
Originally Posted by Tallest Skil
Not everything that Apple does caters to you.
Originally Posted by down-low
No !#$% especially their shiny glossy screens.
The ones that represent their contents far more accurately than do matte screens, yes.
Apple is a perfect company with zero problems. Everything they do is the best and there is nothing they need to improve upon.
Because I certainly said or implied anything of that sort whatsoever.
I took this training several months ago and it was very good. You can train a monkey to fix computers but when it comes to customer interaction most techies fall flat on their face. We did at least an hour of customer interaction senarios each day and it was well worth it trying to comeback with a response that your mother or grandmother would understand. I was very impressed with Apple's training and focus on the customer. Its all about creating promoters and fixing relationships between users and their computers.
Quote:
Originally Posted by caliminius
It has nothing to do with imprecise language. Are you really arguing you don't understand what "crash" means when someone uses in relation to a computer? If I said, "Mail crashed." are you honestly saying you'd be confused by what I meant? It's about the negative emotion that gets associated with those words. Even the manual says that.
Yes, that is exactly what I said in the bit of text you quoted in your own post. Did you read it? I gave several examples of what a customer might mean when they use the term "crash". Basically, any behavior other than what they expect.
Of course it's also about the negative connotation but precision is also a factor, arguably the more important one.