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 For Both Group Training & 1-on-1 Training On Request
Group Training
08 - 10 Aug 09:00 AM - 05:00 PM CST
(8 Hours/Day)

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

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

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 Prerequisites

None.