Course #:APL-SVC-018
Duration: 3 Days
Price: 2,100.00 USD
GSA Public Price: ??gsa-public-price??
GSA Private/Onsite Price: ??gsa-private-price??
For GSA pricing, go to GSA Advantage!
Delivery Formats
Material: LearnGreen (pdf)
Filter Area Unfilter
Classroom Schedule
Virtual Schedule Virtual Training Facts
Close
10AM - 5:30PM
7AM - 2:30PM
Not seeing what you want? Contact us
Not seeing what you want? Contact us
Classroom Schedule
Virtual Schedule
Close
There are no virtual classes on the schedule in your country.
There are no public classes currently scheduled in your country.
View our global class schedule
This course is available in private, mentoring or e-learning options.
Complete this form, and a Training Advisor will be in touch with you shortly to address your training needs.
All Courses Backed by the LearnQuest 100% Satisfaction Guarantee
Course Description
Completing this course prepares participants for the Apple Service Fundamentals exam (SVC-18A).
Through interactive discussions and hands-on exercises, participants learn the Apple style for customer interactions, safety precautions, and basic troubleshooting skills. Participants’ knowledge and skills are tested and reinforced by working through real-world scenarios and role-playing.
Training for Apple Service Fundamentals is available to technicians who work at—or want to work at—Apple Authorized Service Providers.
Objectives
- Provide customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution.
- Position a repair, upgrade, or attachment so a customer clearly understands that the recommendation helps to solve an issue.
- Practice strategies for setting realistic resolution expectations.
- Take precautions for electrostatic discharge (ESD).
- Recognize a customer's statements that indicate a safety issue.
- Demonstrate how to properly and safely handle batteries and notebook computer case assemblies with a built-in battery, and how to respond to battery-related incidents.
- Explain why documentation is important to the service workflow. Learn how to write case notes that are clear, concise, and complete. Understand the negative impact of poorly written case notes.
- Find the serial number on any Apple product, and then use it to determine the level of coverage.
- Describe the importance of accurate troubleshooting to help the business and customers.
- Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques, first-level evaluation, and isolation skills.
- List the tools and resources that are available to help troubleshoot.
Audience
Prerequisites
Topics
This lesson has five parts. These sections teach participants how to communicate with customers:
- Skills
- Questions
- with the Customer
- Opportunities
- Solutions
Participants understand how case notes— both good and poor—affect service metrics. They learn how to write concise, easily understood notes that can be effectively used as part of a repair and its history.
Talking with Customers
Participants learn preferred vocabulary, phrases, and positioning statements to say when working with customers.
Resource Fundamentals
Participants learn about the resources that technicians use to evaluate, isolate, and resolve customer issues.
ESD Precautions
Participants learn the importance of a safe ESD working environment.
Safety First
Participants learn to recognize and properly communicate potential product safety issues.
Embedded Battery Safety
Participants learn about embedded batteries and following important safety procedures when they work with or near these batteries.
Introduction to Service Guide
Participants learn how to use Global Service Exchange (GSX) as a reference for repairs.
Apple ID
Participants learn how to create, manage, and troubleshoot Apple IDs.
iOS and macOS Fundamentals
Participants learn the components of both operating systems and how to detect and resolve common issues.
Networking and iCloud Fundamentals
Participants learn how to set up and configure networking options on iOS and macOS. They also learn to configure iCloud and resolve potential customer issues.
Basic Troubleshooting and Diagnostics Fundamentals
Participants explore the Evaluate, Isolate, and Resolve troubleshooting model. They also learn how to begin troubleshooting by using deductive reasoning, smart questioning techniques, and first-level evaluation tools and resources.
Continuity
Participants learn features related to Continuity, and how to configure and troubleshoot it.
Mail Basics
Participants learn how to configure mail accounts and troubleshoot common issues.
Apple Watch and watchOS
Participants learn to identify different models of Apple Watch, their controls, and navigations options.
Apple TV and tvOS
Participants learn the settings, features, and troubleshooting techniques associated with Apple TV and tvOS.
HomeKit
Participants learn to explain the features and functions of the Home app, and learn how to configure and troubleshoot it.
Apple Pay
Participants learn the basics of setting up and supporting Apple Pay.
Determining Warranty Coverage
Participants learn how to determine the current warranty status of any Apple product.
Partner Portal Menu
Student Portal Menu
Instructor Portal Menu
IBM Collaborative Lifecycle Management Self-Paced Training
DOORs Next Generation IBM Rational Team Concert IBM Rational Quality Manager
Learn More
Placeholder do not remove
Placeholder do not remove
Placeholder do not remove

Reviews


STOP! Before You Leave
Save 10% on this course!
Take advantage of our online-only offer & save 10% on any course !
Promo Code LQ10 will be applied to your registration
OK

We Guarantee You'll be Satisfied
At LearnQuest, our goal is always the same: to provide the highest quality training and service to each and every customer.
If you’re not satisfied for any reason, simply contact one of our Training Advisors for assistance with your concerns.

Enrollment Options
Select the Training Provider you would like to use
Already have an account? Login here >
You will be leaving the LearnQuest Website
*If using Apple Training Credits or LearnPass, you must enroll with LearnQuest