From Day one it's stress city, your told that if you do not pass a series of test, your assignment will end, if you post anything Apple related on the Internet, your assignment will end, if you bad mouth apple and don't drink the Kool-Aid, your assignement will end, and if Steve Jobs ask for your kidney and you dont obey, your assignment will end.
So the first week is 5 days of procedures and how to use their querky knowledge base search system, then a 20 question test which you must make a 80 percent to pass. Second week is how to talk to customers and how to gain agreement, pretty much kissing ass customer retention basic skills and a 20 question test which you must make 80 percent to pass. Third week is a little hardware basic knowledge and review of the first two weeks with a comprehensive test of 30 questions which you must make 80 percent to pass. And the final week is the nesting period where your on the phones talking to customers...So in a nutshell, AppleCare employees Tier 1 are really there just to smooth over a entry level Mac Idiot and need and basically do not have Troubleshooting skills whatsoever. If anything complex occurs at this level you escalate to Tier 2.
