蘋果執行長蒂姆•庫克（timcook）回應了本週早些時候在澳大利亞一家蘋果專賣店發生的一件頗具爭議的事件，在這起事件中，6名黑人青少年因擔心可能會偷東西而被阻止進入。在BuzzFeed今天首次獲得的一封公司範圍內的電子郵件中，庫克說，這起事件“不代表我們的價值觀”，它“不是我們想要傳遞給客戶或聽到自己的資訊”

這場邂逅發生在澳大利亞墨爾本的Highpoint購物中心，來自索馬裡和蘇丹的六個男孩來自附近的Maribyrnong學院。在安全人員看到他們走近商店後，蘋果公司的一名代表簡短地告訴他們立即離開，因為“他們（安全人員）只是擔心你可能會偷東西。”週二，一段用智慧**拍攝的交易影片被上傳到Facebook上，隨後迅速走紅。

“我們的門店領導團隊。。。會讓他們的訓練煥然一新。”

蘋果專賣店的一位高階經理後來在孩子們帶著學校校長回來調查此事時向他們道歉，但庫克說這還不夠他寫道：“雖然我堅信這是一個孤立的事件，而不是我們商店出現更大問題的徵兆，但我們將利用這一刻作為學習和成長的機會。”我們在世界各地的門店領導團隊，從澳大利亞開始，將更新他們在包容性和客戶參與度方面的培訓。”

請閱讀下麵的完整電子郵件：

Subject: Apple is open

Team,

I’m sure you are all aware of the unacceptable incident which took place at our store at the Highpoint shopping center in Melbourne, Australia, on Tuesday. Several young men, who are students at a nearby school, had been asked by a security guard to leave the store. In an attempt to address the situation, one of our store employees gave an answer which shocked many of us.

What people have seen and heard from watching the video on the web does not represent our values. It is not a message we would ever want to deliver to a customer or hear ourselves. Our employee immediately expressed his regret and apologized to the students.

None of us are happy with the way this was handled. But we can all be proud of Kate, one of the senior managers at the Highpoint store.

On Wednesday, she greeted the same group of students to express a heartfelt apology on behalf of our store and our company. She reassured these young men that they and their fellow clas**ates would always be welcome at our store. The school’s principal later told a reporter that she delivered her message "with good grace," and one of the students said, "It feels like we have justice now."

Her words that day echoed a message you’ve heard many times from me and from Angela. It’s a simple pledge we all make to our customers and to ourselves:

Apple is open.

Our stores and our hearts are open to people from all walks of life, regardless of race or religion, gender or sexual orientation, age, disability, income, language or point of view. All across our company, being inclusive and embracing our differences makes our products better and our stores stronger.

The Apple Store Highpoint is staffed by people who share these values and illustrate our commitment to diversity. The team is made up of coworkers from Australia, as well as Egypt, Italy, India and five other nati***. Collectively they speak 15 languages, including Urdu, Portuguese, Arabic and Mandarin.

While I firmly believe that this was an isolated incident rather than a symptom of a broader problem in our stores, we will use this moment as an opportunity to learn and grow. Our store leadership teams around the world, starting in Australia, will be refreshing their training on inclusion and customer engagement. These are concepts and practices they know well, but can always stand to reinforce.

Respect for our customers is the foundation of everything we do at Apple. It’s the reason we put so much care into the design of our products. It’s the reason we make our stores beautiful and inviting, and extend their reach to benefit the communities around them. It’s the reason we commit ourselves to enriching people’s lives.

Thank you all for your dedication to Apple, to our values, and to the customers we are so very fortunate to serve.

Tim