Do the Right Thing
A picture of your Government ID is fine.
Wrong. Only physical forms of ID are accepted.
True or False: Presently Orchard can give Real-Time data
False. 24hr delay.
"Yo! Sup man?!"
"Hello. What brings you in today?"
Discussed Apple Intelligence Goal number
100%
NSA, CIA, FBI, IRS, DNI
National Security Agency
Central Intelligence Agency
Federal Bureau of Investigation
Internal Revenue Service
Director of National Intelligence
"Hi. I'm here to do work on your servers."
"Sure. Follow me upstairs and I'll show you where the POS server racks are."
Wrong. All work orders must be verified and confirmed in Service Channel. Only a Manager, Lead or operations specialist can escort a vendor to a worksite.
The Recap Tab does this:
The Recap tab provides an overview of quarterly summaries and quarterly ratings at a glance.
For Genius Bar appts. Just mark them here and have them sit.
Wrong. Politely and quickly probe for symptom and enter it in the Info field. You should also enter if they know their AppleID Password, if they have a backup and if FindMy is turned off/on.
Product Zone Exceeded NPS Goal
86
NAACP, HBCU
National Association for the Advancement of colored people
Historically Black College or University
It's okay if she's not an authorized user. She said she'd get AppleCare and we need to sell phones so just connect it on T-Mobile and activate it.
Wrong. To activate a connected iPhone at Apple Retail, the customer must be authorized on the carrier account and provide a valid proof of identification.
The Performance Tab shows this:
The Performance tab offers a comprehensive view of performance across various business priorities, categorized by department (Product Zone, Genius Bar, Today at Apple, Business, or Operations)
SMC stands for this. It is the standard for how we help customers at the Genius Bar.
Supporting Multiple Customers
Genius Bar Exceeded NPS Goal
KBB, KGB, RTW, DOA
Known Bad Board
Known Good Board
Return To Warehouse
Dead on Arrival
"You she's serving mad looks. No Cap! Assign that session to me for realz".
Wrong. Hit Start. Stop being creepy.
The Growth Tab shows gives you this:
The Growth tab gives team members a place to work on their growth and development with access to Focus Areas, Notes, and Coach Connections:
Up Next is now called:
Immediate Help
Connect and Personalized Goal
100%
PGA, NBA, MLB, PBA, NCAA
Pro Golfers Association
National Basketball Association
Major League Baseball
Pro Bowlers Association
National Collegiate Athletic Association
Customer would like to return their iPad Air and exchange for an iPad Pro. It's 3 days past the return period. It's in perfect condition.
We can do that. Make a promoter.
True/False: Orchard will only be accessible to permanent employees.
Flexible workforce employees, including seasonal hires, will have Orchard access
Express Symptoms sit at D2. Super-Long and weird stuff at C2/C3.
Wrong. Express Mobile device symptoms are seated at C2. Macs are at C3. Unknown resolution symptoms should sit in the forum or D1/D2.
Business Intros per Week Team Member Goal
1 per shift. Minimum.
QP, REP, SNR, BER, NEU
Quality Program
Repair Extension Program
Service Non-Repair
Beyond Economical Repair
Non End-User