Apple Service Fundamentals 2018
Overview

Apple Service Fundamentals 2018 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 at—or want to work at—Apple Authorized Service Providers.

Who should attend

This course is intended for anyone who wants to become certified in repairing and troubleshooting iOS or macOS devices.

What you'll learn
  • 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).
  • Recognize a customer's statements that indicate a 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.
  • 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 basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques, first-level evaluation, and isolation skills.
  • List the tools and resources that are available to help troubleshoot.
Course outline

Customer Experience Skills and Managing Customer Expectations
This lesson has five parts. These sections teach participants how to communicate with customers: 

  • Interpersonal Skills
  • Asking Questions

 

These sections teach participants how to interact in the thoughtful and supportive manner that defines Apple's superior customer service:

  • Partnering with the Customer
  • Educational Opportunities
  • Providing Solutions

 

Documenting Customer Interactions
Participants understand how case notes— both good and poor—affect service metrics. They learn how to write concise, easily understood notes that can be effectively used as part of a repair and its history.

 

Talking with Customers

Participants learn preferred vocabulary, phrases, and positioning statements to say when working with customers.

 

Resource Fundamentals
Participants learn about the resources that technicians use to evaluate, isolate, and resolve customer issues.

 

ESD Precautions
Participants learn the importance of a safe ESD working environment.

 

Safety First
Participants learn to recognize and properly communicate potential product safety issues.

 

Embedded Battery Safety
Participants learn about embedded batteries and following important safety procedures when they work with or near these batteries.

 

Introduction to Service Guide
Participants learn how to use Global Service Exchange (GSX) as a reference for repairs.

 

Apple ID
Participants learn how to create, manage, and troubleshoot Apple IDs.

 

iOS and macOS Fundamentals
Participants learn the components of both operating systems and how to detect and resolve common issues.

 

Networking and iCloud Fundamentals
Participants learn how to set up and configure networking options on iOS and macOS. They also learn to configure iCloud and resolve potential customer issues.

 

Basic Troubleshooting and Diagnostics Fundamentals
Participants explore the Evaluate, Isolate, and Resolve troubleshooting model. They also learn how to begin troubleshooting by using deductive reasoning, smart questioning techniques, and first-level evaluation tools and resources.

 

Continuity
Participants learn features related to Continuity, and how to configure and troubleshoot it.

 

Mail Basics
Participants learn how to configure mail accounts and troubleshoot common issues.

 

Apple Watch and watchOS
Participants learn to identify different models of Apple Watch, their controls, and navigations options. 

 

Apple TV and tvOS
Participants learn the settings, features, and troubleshooting techniques associated with Apple TV and tvOS.

 

HomeKit
Participants learn to explain the features and functions of the Home app, and learn how to configure and troubleshoot it.

 

Apple Pay
Participants learn the basics of setting up and supporting Apple Pay.

 

Determining Warranty Coverage
Participants learn how to determine the current warranty status of any Apple product.

Register
Resources
Apple service certifications
Learn about Apple service certifications, including the 2018 certification programs.
Apple service exams
Information on on accessing exams for Apple service certifications.
Topics for the Apple Service Fundamentals exam
Learn about the Apple Service Fundamentals Exam (SVC-18A), and what sections and topics to expect.