No matter how you feel about Apple, the fact of the matter is one of the things that makes it such a retail powerhouse for technology goods even in a poor market is its customer service. Recently was claimed to be the Apple Genius training workbook has leaked online. The book has all sorts of things from words the Apple Genius isn't allowed to use down to how to capitalize on human emotions.
This sounds very strange to me. Apparently, the training to become an Apple Genius takes 14 days and sounds more like a self-help manual for Apple geeks than anything. I've never been into an Apple store, I wonder how much of this the average Genius actually puts into effect.