Apple Service Fundamentals 2019 is a three-day course that teaches participants the skills they need to interact face-to-face with customers and discuss Apple devices.
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. ParticipantsÆ 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 atùor want to work atùApple Authorized Service Providers.
Customer Experience Skills and Managing Customer Expectations
This lesson has five parts. These sections teach participants how to communicate with customers:
These sections teach participants how to interact in the thoughtful and supportive manner that defines Apple's superior customer service:
- with the Customer
Documenting Customer Interactions
Participants understand how case notesù both good and poorùaffect service metrics. They learn how to write concise, easily understood notes that can be effectively used as part of a repair and its history.
Partnering with the Customer
Participants learn vocabulary and positioning statements, how to ask the right questions, communication skills to engage with the customer, and the training and coaching skills needed to explain, demonstrate, and coach customers in Apple technology.
Participants learn about the resources available that help technicians 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 and software-related issues.
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 navigate, customize and troubleshoot fundamental features.
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.diagnostics benefit customers and technicians, which diagnostics are available and when to run them, how to interpret results, and how to integrate diagnostics into troubleshooting.
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, as well as controls and navigations options, and locate technical specifications in Apple Resources.
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.