Apple does a pretty great job at call centers. The structure, the training, even down to the QA dept., They seem to have it figured out. I remember training was

Apple does a pretty great job at call centers. The structure, the training, even down to the QA dept., They seem to have it figured out. I remember training was very much like reading the manual of the computer. Being a windows and linux user I was fairly comfortable with the transition. Going from Not knowing anything about Macs to issuing commands to help users who have manually changed the name of their user folder. They use IRC heavily for teir 2 support for teir 1 guys. If anyone has a stumper throw it into IRC and get help. That was the nice part about the job.