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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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NETWORKING

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OBJETIVOS ABETIC

Para el desarrollo de sus fines u objetivos, la Asociación tiene las siguientes funciones

 

Garantías

Ofrecer a los clientes y, en general, a terceras personas, las garantías morales y técnicas inherentes a su condición de miembro de la Asociación, de acuerdo con el Código Deontológico que pudiera establecerse en el seno de la misma

Promoción

Cualquier actividad o actuación tendente a mejorar, promover, potenciar, difundir y dignificar la actividad profesional relacionada con la prestación de servicios de desarrollo, implantación e instalación de nuevas tecnologías de la información y de la comunicación (TIC), en la provincia de Burgos

h
Profesionalización

Contribuir al progreso de la profesión y a la defensa de los intereses de sus afiliados, mediante la negociación colectiva, planteamiento de conflictos colectivos, diálogo social, participación institucional en los organismos públicos de las Administraciones laborales, etc., siempre de conformidad con los acuerdos de las organizaciones patronales o empresariales a las que pertenezcan los miembros asociados

h
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Aunar esfuerzos en defensa de la calidad de los productos y servicios elaborados o prestados por sus miembros

Defensa de intereses

El estudio y la defensa de los intereses económicos, comerciales, tecnológicos e industriales del sector en general y, en particular, de las empresas a las que representa directamente

Representación

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Defendiendo los intereses de las empresas TIC

ABETIC es la organización profesional/empresarial constituida por la libre asociación de empresarios y/o empresas cuyo objeto social principal sea la prestación de servicios de desarrollo, implantación e instalación de nuevas tecnologías de la información y de la comunicación, principalmente relacionadas con la informática, Internet y comunicaciones vía satélite o similares, en el ámbito territorial de la provincia de Burgos

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