"Author interview: 'Punching In' at the Apple Store"
26 Nov 2007 - 3:49am
8 years ago
For those of you interested in the design of user experience and
customer-facing employee training at Apple Stores, I just published a
lengthy interview with Alex Frankel, the author of the just-released
"Punching In: The Unauthorized Adventures of a Front-Line Employee."
Kontra: I noticed that you underlined the "permission" aspect of
engaging the customer into revealing their intent, as the salespeople
used the "Would it be alright if I ask you…" phrase quite a bit. Was
that specifically taught during training?
Frankel: Yes, the notion of asking customers for their permission to
ask them more questions is a critical part of the Apple Store employee
approach and taught throughout Apple Store training...