Apple At-Home Advisor...

[Cattastic]

I agree.

I log on from time to time, but yeah, once you're hired,
you have no use for this thread anymore.

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Word to the wise is that we do not support wifi printers or any printers at all.

We can help the add or remove it from system preferences however, if the driver is not found, you must refer them to the printer manufacturer.

Well of course but you will not know that as a new hire interviewing for a job.

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This is exactly how most call centers want you to handle the situation. Until I begin training and find out otherwise, I have no reason to suspect Apple wants me to be that jackass who doesn't empathize by apologizing that a customer is having a hard time. It's called taking ownership of the situation. You do this by first apologizing that they're having difficulty and promising to help them as quickly as possible. This is empathy.

There's also a subtle difference between "I apologize" and "I'm sorry" when you think about it. One assumes blame while the other is an expression of regret. When you say you apologize for a situation, it's the same as saying "It sucks you're having this problem" versus if you say you're sorry which is the same as saying "this is my fault". The US government, for example, requires the call centers that hold its contracts to have their employees say "I apologize" instead of "I'm sorry" because the call center employee isn't actually at fault for any problems that have occurred.

Most customers don't want your sorry, they want a confident rep to fix their problem. A lot of people get pissed off when you say you are sorry. It means you don't believe in your product or company and it also in western culture expresses a admission of guilt. I've had more people compliment me for not being one of the "I'm sorry" agents than not. You say you are sorry for a non relevant reason, the customer will crucify you over the phone and you will loss control of the call.

I know if you have ever done tech support, you have heard the customer state "I don't want your sorry, I want you to fix my computer."

http://hbr.org/2012/06/why-im-sorry-doesnt-always-translate/ar/1

I am not saying that some people don't appreciate it, but some people get upset when you apologize. There are select times I will apologize and it's usually for something like the customer experienced physical/emotional harm, or I or someone else from my company did something to upset the customer by not listening to the underlying problem in the first place. It's all situational but It is not something I use in my arsenal unless necessary and under specific situations.

 

[NHPilot]

Not really

yeah...no....

I have been doing this for a very long time and there is absolutely nothing wrong with apologizing. In fact, it can go a long way toward diffusing an irate customer when you apologize for the wait/problem/dissatisfaction/whatever.

Let go of the ego...NEVER, EVER have I had a customer get mad for an apology...if it has happened to you then probably need to drop the "confident rep" attitude and just be human. Even though I know you are probably never wrong, it is called empathy. "I apologize that you have had to wait so long" or "I'm sorry that you are having difficulty today" will go a looong way to appease and unhappy customer.

I work with many people who think like you do...."I fix computers, not people" types and they are the unhappiest people to work with. Show some humility...show some courtesy....show some empathy....

 

[porshenia]

Types of shifts/schedules

For those that have already started working and is full time, what kind of schedules did you get (ex. Sat-Thurs 7am-3pm)? Does everyone out the gate work both weekend days? I start training for Itunes chat 6/10 and am really curious about possible schedules they may give out. If examples were given please let me know- I couldn't find any when I did a search.

 

[Photography]

What do AHAs do during a power outage? Clearly there has to be more than just a few people who experience power outages (I don't believe anyone who says otherwise). What do they do? I feel like this is such an important topic, yet it hasn't been discussed at all. I've been experiencing frequent power outages recently, and often for prolonged periods of time. I've been considering getting a generator, but wanted to know what other AHAs do in this situation.

 

[blakek]

so I applied like a month ago; just applied to another city's At Home Advisor position just now

how long have some of you had to wait before you were contacted? wondering if I need to change around my Cover Letter/Resume any...

thanks for any advice.

 

[eww7633]

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[iFarmer]

how long have some of you had to wait before you were contacted?

I applied and waited almost one year before I got called. This was back when there was a "100 mile distance limit" which they've now removed, so probably not as applicable nowadays.

 

[Photography]

-

 

[Hitch63]

I successfully passed my 1st interview and scheduled a date for my second interview....Hours after my first interview I received an email confirming my second interview with another recruiter but it said "This position is full time" Could this be a mistake after being told the position was PT?

 

[famous600]

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[Drayiscraycray]

Aight so here's my deal. I am 18 still in high school. I been threw all da interviews. Got da bacground check. I accidentally clicked I graduated. Which i dont till june. Even though I'm still going. Does hire right verify your school? I got an email cause I checked the box that said you want a report sent to you. It said everything cleared. But I go to the link they sent it says still in progress. I really need this job for my kid. It's iOS full time. Which I love and 17.50 an hour. Hecks yes! Hopefully it just ain't updated sense it's Memorial Day. God bless y'all. Praying y'all all get hired.

 

[AngryGerbil]

T2 CPU opened up and theres always iTunes chat positions coming down the pipe.

I'd love to switch to CPU but as far as iTunes... not in a million years. 4 - 8 hours of iTunes billing problems? They couldn't pay me enough to do that.

 

[RazikenZero]

I'd love to switch to CPU but as far as iTunes... not in a million years. 4 - 8 hours of iTunes billing problems? They couldn't pay me enough to do that.

Apparently that's the sentiment all around. Whats the difference between T1/T2 really? I know I'll probably find out once I get login info and start actual training, but I'm curious.

 

[JoseyCrow]

applicant tracking systems lack a standard way to structure PDF documents
so they are easily misread
.

I revised my keywords. Perhaps that will help get some attention over here! Also added a *hint* in my profile. And will find a way to revamp my resume to my standards this week. Library and Employment office didn't have what I want. Not giving up!

 

[downloadablegod]

Hi everybody! Been a lurker here for a few weeks. Here is my timeline.
05/11 applied at apple's site.
Never got one of the questionnaire I read about.
05/17 got my first call over the phone.
05/21 first FaceTime interview.
05/21 filled out official application and scheduled next interview.
05/23 third interview.
5/24 hire right email.
5/27 hire right is completed.
So I'm waiting on the offer call. Been anxious but keeping myself busy. I live in oklahoma city and I've been volunteering to help with the clean up.

 

[Kawd]

Apparently that's the sentiment all around. Whats the difference between T1/T2 really? I know I'll probably find out once I get login info and start actual training, but I'm curious.

Every dept has a t2 group which is your senior advisor

 

[eww7633]

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[Cattastic]

If you want the job completely erase from your mind what you just said, and if you get the job and act that way you will be axed or you'll get the do it this way or leave talk. Just the fact that Apple is CONSISTENTLY ranked number 1 in tech support blows your theory out of the water when empathy, empathy, empathy is drilled into your head from day one. Even if the customer gets mad that you apologized for their situation, the fact that you did it will get you far. Just a word to the wise

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Talk to your Team Manager.

I contracted as a Apple Sales Rep and had the top Customer Experience rating above my whole team while working at Apple previously. Apple also does not apologize for it's hardware and software. It is the best because it is the best. There is a difference between Empathy and Apologizing.

 

[NHPilot]

What baloney

 

[famous600]

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[downloadablegod]

Is anybody else in the July the 1st class? Pretty excited about working for apple. I know I'm in the long waiting process right now. Waiting on the offer call. I figure I got about three weeks before I should be worrying haha.

 

[Kawd]

Is anybody else in the July the 1st class? Pretty excited about working for apple. I know I'm in the long waiting process right now. Waiting on the offer call. I figure I got about three weeks before I should be worrying haha.

I'm waiting as well for July 1

 

[NHPilot]

Supposed to be July 1st but Hireright now says the tentative completion date for my BGC is the 10th so who knows....and of course that's assuming an offer afterwards...

 

[RazikenZero]

Supposed to be July 1st but Hireright now says the tentative completion date for my BGC is the 10th so who knows....and of course that's assuming an offer afterwards...

They most likely mean the 10th of June. You have plenty of time between now (May 27th) and then (July 1st)

 

[chloemom]

Is anybody else in the July the 1st class? Pretty excited about working for apple. I know I'm in the long waiting process right now. Waiting on the offer call. I figure I got about three weeks before I should be worrying haha.

ME ME ME!! Waiting on offer call for the 7/1 class too