// A big scoop for Gizmodo yesterday, with what appears to be the Apple manual on their Genius staff training. It's a full instructions set on how to talk to customers in a civilized, friendly and empathic way, while at the same time not admitting that there might something wrong with an #Apple product and of course always providing some opportunity of selling merchandise… 

Full read http://bit.ly/TtwMDq

cc +Guy Kawasaki have you seen this? I thought of your books when I saw this :) 
via +Nassos K. 

Unrelated issue: what on earth did #Gizmodo do to their commenting system? This thing is unusable…

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