The Genius Bar consists of Apple’s most techie employees, those that can solve everything from a fried motherboard to bad hard drives and corrupted data. But these can-do-anything super men and women will be asked to do more, in hopes of making the customer support experience more efficient than ever.
MacRumors extensively lists many of the changes, but this one in particular caught my interest:
Retail stores are expected to place a renewed focus on completing overnight repairs, but somewhat at the expense of “While You Wait” repairs. While Genius Bar technicians will still be able to offer “While You Wait” repairs to customers if support demand is low, the focus will be on moving repairs to night time shifts where Geniuses can focus on the tasks at hand and have customers’ machines ready for pick-up first thing the following morning. Retail stores will gauge the number of repairs to be completed on a given day and schedule Geniuses to stay after store closing (up until a limit of midnight) to conduct repairs on machines brought in that day. Any repairs unable to be completed with the scheduled time and staffing after closing will be finished up by Geniuses arriving before store opening the following morning.
Why not hire a team that exclusively works during the third shift?
You can read the rest of the changes at the source below, which basically means this: more interaction with customers, less waiting for repairs, and smoother transitions between mobile and Mac repairs.
[via MacRumors]
