Apple's Genius training manual shows the importance of empathy and investing in staff.
One of Apple’s great successes has been in delivering services through its stores. Tech site Gizmodo managed to get a peak at Apple’s training manual for their in-store ‘Genius’ technicians.
A word that keeps popping up in the manual is ‘empathy’ – as Gizmodo says; The term “empathy” is repeated ad nauseum in the Genius manual. It is the salesman sine qua non at the Apple Store, encouraging Geniuses to “walk a mile in someone else’s shoes,”