[pb060]

Completely unrelated but Apple telling employees what to answer to customers is what makes interactions at their stores feel so artificial and clumsy.

[MDWolinski]

The point of that answer in specific is so the specialist doesn’t make up an answer if they’re not 100% sure it’s the right answer for the customer. Its goal was to make the specialist feel it’s okay to say you don’t know to the customer but that you’re going to work with them to find the right answer.

[pb060]

I just read my comment and realized how unfriendly it was, sorry about that. Thank you for not replying as rudely as I did.