Apple Service Fundamentals

This course will teach students the skills they need to interact face-to-face with customers and discuss Apple devices. By completing this course, students should be prepared for the Apple Service Fundamentals exam (SVC-18A). Through interactive discussions, students will receive hands-on exercises and learn the Apple style of customer interactions, safety precautions, and basic troubleshooting skills.

Upon course completion, students will be able to perform the following:
• 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.
• Training must be delivered through a mix of instructor-led training (ILT) and hands-on labs
• Receive a certificate of completion or certification