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Apple Service Fundamentals

Training for Apple Service Fundamentals is available to technicians who work at or wish to work at Apple-authorized service facilities.

GK# 6031

Course Overview

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Apple Service Fundamentals is a 3-day course that teaches students the skills they need to handle face-to-face customer interactions involving all Apple devices. Successful completion of the Apple Service Fundamentals Exam, fulfills the prerequisite for Apple Certified Mac Technician (ACMT) and Apple Certified iOS Technician (ACiT) certification. Interactive discussions and hands-on exercises guide students through the best way to manage customer interactions, the required safety precautions, and basic troubleshooting skills. Students’ knowledge and skills are tested and reinforced by working through real-world scenarios and role-playing.

Schedule

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What You'll Learn

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  • 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 ESD precautions
  • Identify the customer statements that generate a Safety First case
  • Demonstrate the proper and safe handling of batteries and portable computer case assemblies with a built-in battery, and respond to events that involve these batteries
  • Explain why documentation is important to the service workflow. Understand the components of clear, concise, and complete case notes and the negative impact of poor case notes.
  • Find and use any Apple product's serial number to determine its 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

Outline

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Viewing outline for:

Classroom Live Outline

  • Customer Experience Skills and Managing Customer Expectations
  • Documenting Customer Interactions
  • ESD Precautions
  • Safety First
  • Embedded Battery Safety
  • Introduction to Service Guide
  • Apple ID
  • iOS and macOS Fundamentals
  • Continuity
  • Mail Basics
  • Networking and iCloud Fundamentals
  • Basic Troubleshooting
  • Apple TV and tvOS
  • HomeKit
  • Apple Watch and watchOS
  • Apple Pay
  • Determining Warranty Coverage

Who Should Attend

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Anyone motivated to demonstrate their knowledge of technician-level service and support skills.

Follow-On Courses

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Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 3 day

Request this course in a different delivery format.
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