Service Fundamentals (2018)
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10AM - 5:30PM
7AM - 2:30PM
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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.
- 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.
This lesson has five parts. These sections teach participants how to communicate with customers:
- with the Customer
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.
Participants learn about the resources that technicians use to evaluate, isolate, and resolve customer issues.
Participants learn the importance of a safe ESD working environment.
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.
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.
Participants learn features related to Continuity, and how to configure and troubleshoot it.
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.
Participants learn to explain the features and functions of the Home app, and learn how to configure and troubleshoot it.
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.
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