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.
The TikTok user @Tanicornerstone explained the alleged program in response to a video asking about “secrets that only employees know”.
“I used to work for Apple. So the first thing; rude customers, like we have some psychopaths in that store, but if you are rude to the geniuses or the concierge staff, you will most likely have your problem solved – in any case. way they will pay for it, “explained the former retail employee.
However, she adds that each team member apparently has a specific number of “surprise and delight” occurrences that they could use to go beyond normal service to “really amazing” customers.
“I used to see a lot, people came with phones like water damaged phones and you are not allowed to replace them without a fee. However, the geniuses used a ‘surprise and pleasure’ to be able to give someone a free replacement, ” she said.
Comments on the TikTok video corroborated the claim, including customers who received exceptional service or other former Apple Retail employees. Some, however, refuted claims that Apple had such a policy, while others say the video mistakenly amounts to “surprise and delight” with programs that have been discontinued.
Your clip now has over 114,000 likes and generated 866 comments.
It is unclear whether the “surprise and delight” program is still in place or whether it was really a retail policy. However, there seems to be a lot of anecdotal evidence suggesting that customers who are kind to the retail team can get better service.
“I was a BROKE college student with an old MacBook whose battery needed to be replaced. The genius didn’t charge me,” said one commentator.
Stay on top of Apple’s latest news right from your HomePod. Say, “Hey, Siri, play AppleInsider” and you’ll get the latest AppleInsider podcast. Or ask your HomePod mini for “AppleInsider Daily” and you’ll hear a quick update straight from our news team. And, if you’re interested in Apple-centric home automation, say “Hey, Siri, play HomeKit Insider” and you’ll hear our newest specialized podcast in no time.