moreĪ typical day in Apple Retail is hectic as heck. In AppleCare, it's left up to you by reading articles and minim. Interpersonal communication is ESSENTIAL, because most of what you learn in store are from those around you. Employees have your back, if you have theirs. Leaders are there if you need help, but the brains of the solutions are left up to you.ģ. Meltdowns & difficult situations have to be handled by you, there's no Tier 2's at the Apple Store, YOU are the Tier 2. You have customers eyeing you down hoping that they're the next person to be seen for their appointment.Ģ. Some AppleCare Advisors can see in-store technicians as just wanting to run the customer's out of the store and on to the next customer.įor the most part, currently as a Technical Specialist, the experience in store is very different from over the phone support.ġ. However, this can also be flipped the other way around. Typically some advisors position information poorly to customers which leads to false expectations for in-store experiences. What this means is there seems to be an, "us & them" way of thinking. Through my experience in-store & AppleCare (no not the in-store experiences) I've witness that there is a huge divide among AppleCare and Apple Retail. Originally coming from AppleCare, which is the over-the-phone support line, and into a retail store position can be daunting. All friendly, and all of them willing to help during a time of need. Employees that I've worked with in two different sectors of Apple have been wonderful.
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