Course Description
Apple Service Fundamentals teaches students the skills needed to handle face-to-face customer interactions involving all Apple devices. Interactive discussions and hands-on exercises guide students through the best way to manage customer interactions, the
COURSE OBJECTIVES: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.
Agenda
Customer Experience Skills and Managing Customer Expectations
- This lesson has five parts. The Interpersonal Skills and Asking Questions sections teach students how to communicate with the customer, while the Partnering with the Customer, Educational Opportunities, and Providing Solutions sections teach students how to handle interactions in the supportive and sensitive manner that defines Apple's superior customer service.
Documenting Customer Interactions
- Students 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
- Students understand why an ESD-safe working environment is important.
Safety First
- Students 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
- Students learn about embedded batteries and the important safety procedures they must follow when they work with and near these batteries.
Introduction to Service Guide
- Students learn how to use GSX to help in repairs.
Apple ID
- Students learn how to create, manage, and troubleshoot Apple IDs.
iOS and macOS Fundamentals
- Students learn the components of both operating systems and how to detect and resolve common issues.
Continuity
- Students learn how to configure and troubleshoot continuity-related features.
Mail Basics
- Students learn how to configure mail accounts and troubleshoot common issues.
Networking and iCloud Fundamentals
- Students learn how to set up and configure networking options on macOS and iOS. Students also learn to configure iCloud and resolve potential customer issues.
Basic Troubleshooting and Diagnostics Fundamentals
- Students 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
- Students learn the settings, features, and troubleshooting techniques associated with Apple TV and tvOS.
HomeKit
- Students learn to explain the features and functions of the Home App as well as how to configure and troubleshoot.
Apple Watch and watchOS
- Students learn to identify different models of Apple Watch and list controls and navigations options.
Apple Pay
- Students learn the basics of setting up and supporting Apple Pay.
Determining Warranty Coverage
- Students learn how to determine the current warranty status of any Apple product.
Audience
This course is intended for anyone who wants to become certified to repair and troubleshoot iOS or macOS devices.