The registration period is from Apr 1,2017 9:00 am to Feb 12,2018 5:00 pm
Service Fundamentals - Details
Add to calendar 2018-02-19 09:00:00 2018-02-20 17:00:00 America/Chicago Service Fundamentals Upon completion of the Apple Service Fundamentals course, students will be able to: Shawnee, KS false YYYY/MM/DD
Registration for this event is open from: Apr 1,2017 9:00 am - Feb 12,2018 5:00 pm
Where: Tech Wyze, Inc. - Shawnee, KS , 22121 W 83rd Street, Shawnee, KS 66227 (US).
Date: Feb 19,2018 -  Feb 20,2018
Time: 9:00 am -  5:00 pm
Event description:

Upon completion of the Apple Service Fundamentals course, students will be able to:

  • Identify and validate customer engagement skills such as empathy, setting expectations, positioning a refusal of service, and conflict resolution
  • Position a repair, upgrade, or attachment so it's clear that the recommendation helps to solve the customer's issue
  • Identify and validate strategies for setting realistic resolution expectations
  • Identify and practice ESD precautions
  • Identify the customer statements that generate a Safety First case
  • 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
  • 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.
  • Find and use any Apple product's serial number to determine its level of coverage
  • Describe the importance of accurate troubleshooting to the business and the customer
  • Demonstrate basic troubleshooting and deductive reasoning skills, including the use of smart questioning techniques and first-level evaluation and isolation skills
  • List the tools and resources that are available to help troubleshoot