Service Fundamentals Certification Training Course Overview

Enrol for the 3-days Service Fundamentals training from Koenig Solutions accredited by Apple. This training teaches the skills to participants they need to interact face-to-face with customers and discuss Apple devices.

Through a blend of hands-on labs and interactive lectures, 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. On the third day, you'll test your knowledge by taking the Apple Service Fundamentals exam.

Target Audience:

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

Learning Objectives

  • 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.

 

Service Fundamentals (24 Hours) Download Course Contents

Live Virtual Classroom Fee On Request
Group Training
22 - 24 Nov GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)

06 - 08 Dec 09:00 AM - 05:00 PM CST
(8 Hours/Day)

1-on-1 Training (GTR)
4 Hours
8 Hours
Week Days
Weekend

Start Time : At any time

12 AM
12 PM

GTR=Guaranteed to Run
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request
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Course Modules

Module 1: 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
Module 2: Talking with Customers
  • Participants learn preferred vocabulary, phrases, and positioning statements to say when working with customers.
Module 3: Resource Fundamentals
  • Participants learn about the resources that technicians use to evaluate, isolate, and resolve customer issues.
Module 4: ESD Precautions
  • Participants learn the importance of a safe ESD working environment
Module 5: Safety First
  • Participants learn to recognize and properly communicate potential product safety issues.
Module 6: Embedded Battery Safety
  • Participants learn about embedded batteries and following important safety procedures when they work with or near these batteries.
Module 7: Introduction to Service Guide
  • Participants learn how to use Global Service Exchange (GSX) as a reference for repairs.
Module 8: Apple ID
  • Participants learn how to create, manage, and troubleshoot Apple IDs.
Module 9: iOS and macOS Fundamentals
  • Participants learn the components of both operating systems and how to detect and resolve common issues.
Module 10: 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.
Module 11: 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.
Module 12: Continuity
  • Participants learn features related to Continuity, and how to configure and troubleshoot it.
Module 13: Mail Basics
  • Participants learn how to configure mail accounts and troubleshoot common issues.
Module 14: Apple Watch and watchOS
  • Participants learn to identify different models of Apple Watch, their controls, and navigations options.
Module 15: Apple TV and tvOS
  • Participants learn the settings, features, and troubleshooting techniques associated with Apple TV and tvOS.
Module 16: HomeKit
  • Participants learn to explain the features and functions of the Home app, and learn how to configure and troubleshoot it.
Module 17: Apple Pay
  • Participants learn the basics of setting up and supporting Apple Pay
Module 18: Determining Warranty Coverage
  • Participants learn how to determine the current warranty status of any Apple product.
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Course Prerequisites

None.