Customer Experience Skills and Managing Customer Expectations
This lesson has five parts. These sections teach participants how to communicate with customers:

• Skills
• Questions

These sections teach participants how to interact in the thoughtful and supportive manner that defines Apple's superior customer service:

• with the Customer
• Opportunities
• Solutions

Documenting Customer Interactions
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.