Apple Service Fundamentals

Apple Technician Training.jpeg
Apple Technician Training.jpeg

Apple Service Fundamentals

2,100.00

Apple Service Fundamentals is a three-day course that teaches participants the skills they need to handle face-to-face customer interactions involving all Apple devices.

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Overview

Apple Service Fundamentals is a three-day course that teaches participants the skills they need to handle face-to-face customer interactions involving all Apple devices. Successful completion of the Apple Service Fundamentals Exam 2017 fulfills the prerequisite for Apple Certified Mac Technician (ACMT) 2017 and Apple Certified iOS Technician (ACiT) 2017 certification. Interactive discussions and hands-on exercises guide participants through the best way to manage customer interactions, the required safety precautions, and basic troubleshooting skills. Participants’ knowledge and skills are tested and reinforced by working through real-world scenarios and role-playing.

Who should attend

This course is intended for anyone who wants to become certified to repair and troubleshoot iOS or macOS devices.

What you’ll learn

  • Identify and validate customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution.
  • Position a repair, upgrade, or attachment so it's clear that the recommendation helps to solve the customer's issue.
  • Identify and validate strategies for setting realistic resolution expectations.
  • Identify and practice electrostatic discharge (ESD) precautions.
  • Identify the customer statements that indicate a safety issue.
  • Demonstrate how to properly and safely handle batteries and portable computer case assemblies with a built-in battery, and how to respond to events that involve these batteries.
  • Explain why documentation is important to the service workflow. Learn how to write case notes that are clear, concise, and complete, and understand the negative impact of poorly written case notes.
  • Find the serial number on any Apple product and use it to determine the level of coverage.
  • Describe the importance of accurate troubleshooting to the business and the customer.
  • Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques and first-level evaluation and isolation skills.
  • List the tools and resources that are available to help troubleshoot.

Recommended knowledge

  • macOS and iOS familiarity
  • Basic computer navigation skills

Course Outline

Customer Experience Skills and Managing Customer Expectations
This lesson has five parts. The Interpersonal Skills and Asking Questions sections teach participants how to communicate with the customer, while the Partnering with the Customer, Educational Opportunities, and Providing Solutions sections teach participants how to handle interactions in the supportive and sensitive manner that defines Apple's superior customer service.

Documenting Customer Interactions
Participants understand how both good and poor case notes affect service metrics and learn how to write clear, easily understood notes that can be used effectively as part of a repair and its history.

ESD Precautions
Participants understand why an ESD-safe working environment is important. 

Safety First
Participants recognize potential product safety issues, and customer-facing technicians learn the right vocabulary, phrases, and positioning statements to use when they transfer customers to a supervisor.

Embedded Battery Safety
Participants learn about embedded batteries and the important safety procedures they must follow when they work with and near these batteries.

Introduction to Service Guide
Participants learn how to use GSX to help in 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.

Continuity
Participants learn how to configure and troubleshoot continuity-related features.

Mail Basics
Participants learn how to configure mail accounts and troubleshoot common issues.

Networking and iCloud Fundamentals
Participants learn how to set up and configure networking options on macOS and iOS. Participants 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.

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 as well as how to configure and troubleshoot.

Apple Watch and watchOS
Participants learn to identify different models of Apple Watch and list controls and navigations options.

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.