were folded into the mix to handle iPod and iPhone troubleshooting. After its release in 2010, iPad appointments also fell under the Family Room Specialists. Apple now maintains two Genius Bar queues: Mac and Mobile Device. Larger support teams are headed up by the "Lead Genius", who schedules workers, and handles customer service issues at the Genius Bar. The Lead Genius is assisted by "Genius Admins", who is in charge of managing the administrative paperwork, organizing the Geniuses' work and liaising with customers about their repairs. Genius Training Student Workbook The Genius Training Student Workbook is Apple's employee training manual for Apple Store tech-support employees, called Geniuses. The manual features various marketing techniques revolving around the end goal of selling merchandise. One of the basic tenets taught to the employees in training is that “Everyone in the Apple Store is in the business of selling”. The basic selling strategy is summed up with a mnemonic device: Approach, Probe, Present, Listen, End (APPLE). When customers have concerns, the prescribed response in the manual is the "Three Fs:" Feel, Felt, and Found technique. Every Genius must attend a two-week recruit training that mandates programs as diverse as “Using Diagnostic Services” and “The Power of Empathy.” Geniuses also have a list of words that the manual clearly stipulates as banned; words such as "bomb", "crash" and "hang" must be substituted by "does not respond" or "unexpectedly quits". The manual also teaches employees to read emotional cues such as drumming on a table or placing a palm on the back of the neck that might mean a customer is bored or frustrated, respectively. Employees who are not in the Genius role don't receive this manual or go through this training, The manual was a well-kept secret, until a copy leaked in August 2012 and ended in the hands of Gizmodo's senior staff writer Sam Biddle, who commented: "It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying—you’ve never seen anything like it." A Christian Science Monitor article connected the manual's contents to the idea of the "reality distortion field", a term for Apple's effectiveness at charming customers. Spinoffs/offshoots Currently, Apple offers the Genius Bar for technical support, and has Creatives – software trainers – available at all times to answer less technical questions. Over the years, Apple has experimented with ways of offering service and support to complement the Genius Bar. Some examples,