[IxDA Discuss] "Author interview: 'Punching In' at the Apple Store"

[Kontra]

For those of you interested in the design of user experience and
customer-facing employee training at Apple Stores, I just published a
lengthy interview with Alex Frankel, the author of the just-released
"Punching In: The Unauthorized Adventures of a Front-Line Employee."

Kontra:   I noticed that you underlined the "permission" aspect of
engaging the customer into revealing their intent, as the salespeople
used the "Would it be alright if I ask you…" phrase quite a bit. Was
that specifically taught during training?

Frankel:   Yes, the notion of asking customers for their permission to
ask them more questions is a critical part of the Apple Store employee
approach and taught throughout Apple Store training...

http://counternotions.com/2007/11/26/punching-in-interview

An earlier article:

Apple Store strategy: "Position, permission, probe"
http://counternotions.com/2007/10/21/apple-store-strategy

had covered Apple's strategic approach to retail-experience design.

-- 
Kontra
http://counternotions.com