Support iOS Training

Apple

Featured Course

100379

Service Fundamentals (2019)

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. 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 ator want to work atApple 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) 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.