Service Fundamentals

\nApple Service Fundamentals is a 2-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 (SVC-16A) fulfills the prerequisite for Apple Certified Mac Technician (ACMT) 2016 and Apple Certified iOS Technician (ACiT) 2016 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.\nTraining for Apple Service Fundamentals is available to technicians who work at or wish to work at Apple-authorized service facilities.
 
\nUpon completion of the Apple Service Fundamentals course, students will be able to:\n
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  • Identify and validate customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution\n
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  • Position a repair, upgrade, or attachment so it's clear that the recommendation helps to solve the customer's issue\n
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  • Identify and validate strategies for setting realistic resolution expectations\n
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  • Identify and practice ESD precautions\n
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  • Identify the customer statements that generate a Safety First case\n
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  • 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\n
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  • 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.\n
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  • Find and use any Apple product's serial number to determine its level of coverage\n
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  • Describe the importance of accurate troubleshooting to the business and the customer\n
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  • Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques and first-level evaluation and isolation skills\n
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  • List the tools and resources that are available to help troubleshoot\n
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  • Customer Experience Skills and Managing Customer Expectations\n
  • Determining Service Levels\n
  • Documenting Customer Interactions\n
  • ESD Precautions\n
  • Recognizing Safety Issues\n
  • Embedded Battery Safety\n
  • Basic Troubleshooting
     
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