In a viral TikTok video, a former Apple Store employee revealed an alleged special program that retail employees could use to “surprise and delight” customers with additional benefits.
TikTok user @Tanicornerstone explained the alleged program in a response to a video calling for the “secrets that only employees know.”
“I used to work for Apple. So the first thing: rude customers, like we have some psychologists in this store, but if you’re rude to geniuses or concierge people, your problem will most likely be solved anyway. they will pay for it, ”the former retailer explained.
However, he adds that apparently each staff member has a specific number of instances of “surprise and delight” that they could use to go beyond normal service for “really amazing” customers.
“Before I saw a lot, people came in with water-like phones and they’re not allowed to replace those who don’t pay any fees. However, the geniuses used a ‘surprise and delight’ to be able to give someone a spare. free, “she said.
TikTok video commentators corroborated the claim, including customers who received exceptional service or other former Apple Retail employees. Some, however, have refuted claims that Apple had any such policy, while others say the video is wrongly “surprise and delight” with programs that have stopped producing.
His clip now has over 114,000 likes and has generated 866 comments.
It is unclear whether the “surprise and delight” program is still in place or whether it was actually a retail policy. However, there seems to be a lot of anecdotal evidence to suggest that friendly customers with retail staff can get better service.
“I was a BROKE college student with an older MacBook that needed to change the battery. The genius didn’t charge me,” one commenter said.
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