Set these early, and often, to ensure the customer knows what kind of experience they'll get while at the Genius Bar.
What are proper expectations?
100
This training tool helps us decide where the issue might lie.
What is the troubleshooting wheel?
100
This appears when the file "boot.efi" cannot be found on the startup disk.
What is the folder icon with a flashing question mark?
100
This acronym describes a process to capture newly-released products that might have a technical issue.
What is EFFA?
100
This application can repair permissions in the /System, /Library, and /Applications folders.
What is Disk Utility?
200
Phrases like "get a grip, "that's not how it works," and "I'm not authorized" fall into this category of words.
What are inflammatory words?
200
An issue that may be system-wide can be isolated using this tool.
What is a known good OS?
200
An issue with this will cause the computer to beep upon startup.
What is RAM?
200
This kind of escalation has all kinds of purposes: iPhone activations, software bugs which affect customer data, iCloud issues…
What is an RTA?
200
Hold down the Command and R keys during startup to access this tool.
What is OS X Recovery?
300
This kind of customer is stressed to the point they're no longer aware of their surroundings or the scene they're creating, and they require an additional step to diffuse.
What is an emotionally hijacked customer?
300
This tool can eliminate many software issues before you've even begun troubleshooting!
What is Software Update?
300
This is one item to reset if there is no power, fans, audio, or video.
What is the SMC?
300
This team is available by phone, on an internal website, and even by the "submit feedback" button in MobileGenius and Concierge.
What is IS&T?
300
This diagnostic tool will alert us if the wrong SMC firmware or OS version build have been installed?
What is MRI?
400
This is the most important step when dealing with emotional customers.
What is staying calm?
400
Use this method of startup to eliminate high-level and third-party extensions, and use a "minimum system configuration" for software.
What is safe boot?
400
This could be reset if the startup disk does not contain the original OS, or if you see a flashing globe or question mark at startup.
What is PRAM or NVRAM?
400
This team is available to help with our tools such as AST, but they can also assist with firmware password resets and Find My Mac locks.
What is TSPS?
400
Part of this application can reset permissions and ACLs for the home folder of a given user.
What is the Reset Password utility?
500
This phrase is important to validate a customer's concern without apologizing, and lets them keep a sense of control.
What is "you're right"?
500
This built-in application shows CPU and memory usage for each application, plus disk and network activity.
What is Activity Monitor?
500
Access this by holding down the option key at startup.
What is the startup manager?
500
Use this process entirely in MobileGenius when a customer describes an issue that results in unusual heat, fire, sparks, or other dangers.
What is a safety escalation?
500
This is now the only place to upgrade to OS X Mountain Lion or OS X Mavericks.