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.
The exam covers the learning objectives listed below:
1. Use GSX to locate and utilize the appropriate service Guide to identify symptoms and solutions for iOS and Mac related software issues.
2. Describe the features of continuity and which Apple products work together for specific continuity functions.
3. Recognize a customer’s statements that indicate a safety issue and understand when to document a potential safety issue.
4. Practice strategies for setting realistic resolution expectations.
5. Explain how diagnostics benefit customers and technicians and how to interpret diagnostics results.
6. Demonstrate navigation, customization, and troubleshooting of the fundamental features of the iOS and macOS interfaces.
7. Provide customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution.
8. Take precautions for electrostatic discharge (ESD) and know how to use the tools, equipment and procedure to minimize the risk.
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