- 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) and know how to use the tools, equipment and procedure to minimize the risk.
- Recognize a customer''s statements that indicate a safety issue and understand when to document a potential 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.
- Use GSX to locate and utilize the appropriate service Guide to identify symptoms and solutions for iOS and Mac related software issues.
- 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 navigation, customization, and troubleshooting of the fundamental features of the iOS and macOS interfaces.
- Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques, first-level evaluation, and isolation skills.
- Demonstrate connecting devices to a network and iCloud, as well as the requirements, setup, and troubleshooting.
- Describe the features of continuity and which Apple products work together for specific continuity functions.
- Explain how diagnostics benefit customers and technicians and how to interpret diagnostics results.
- Configure and navigate through Mail for Mac and iOS.
- Use diagnostics to troubleshoot and isolate Apple Watch issues.
- Describe features and settings of Apple TV and tvOS as well as the software and hardware troubleshooting procedures.
- Understand the features and functions of the Home App and the scope of support for the app and HomeKit related issues.
