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Exam Number : SVC-16A
Exam Name : Apple Service Fundamentals
Vendor Name : Apple
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SVC-16A exam Format | SVC-16A Course Contents | SVC-16A Course Outline | SVC-16A exam Syllabus | SVC-16A exam Objectives
Apple Service Fundamentals is a 2-day course that teaches students
the skills they need to handle face-to-face customer interactions
involving all Apple devices. Successful completion of the Apple
Service Fundamentals exam (SVC-16A) fulfills the prerequisite for
Apple Certified Mac Technician (ACMT) 2016 and Apple Certified
iOS Technician (ACiT) 2016 certification. Interactive discussions
and hands-on exercises guide students through the best way to
manage customer interactions, the required safety precautions,
and basic troubleshooting skills. Students knowledge and skills are
tested and reinforced by working through real-world scenarios and
role-playing.
Course Objectives:
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 its clear that the recommendation helps to solve the customers 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 products 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
Course Outline:
• Customer Experience Skills and Managing Customer Expectations
• Determining Service Levels
• Documenting Customer Interactions
• ESD Precautions
• Recognizing Safety Issues
• Embedded Battery Safety
• Basic Troubleshooting
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