Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Apple Basic Troubleshooting > SVC-16A > Flashcards

SVC-16A Flashcards

1
Q

4 Root Causes of Device issue.

they are in the center of troubleshooting wheel

A

1) Hardware
2) Software
3) Environment (of device)
4) Educational Opportunity (customer inexperience)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

3 Principle stages of troubleshooting process:

A

1) Evaluate
2) Isolate
3) Resolve

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

7 strategies to EVALUATE problem:

A

1) Ask the customer smart probing questions to gather accurate information.
2) Confirm what you hear, so there is no misunderstanding.
3) Verify the issue.
4) Review your resources such as the Apple Support site and GSX.
5) Use Quick Checks and diagnostics to gather more device-related information.
6) Carefully inspect the device.
7) Use deductive reasoning skills to narrow down the information and move closer to a likely problem space.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

3 steps to ISOLATE the problem

A

1) Use a systematic way of isolating an issue using a circle to represent all the possible issues.
2) Determine if the issue is with the device or not with the device.
3) Divide troubleshooting into likely problem spaces

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

5 options to RESOLVE the problem

A

1) Repair without using parts.
2) Repair using parts.
3) Reinstall or update software.
4) Educate the customer.
5) Direct customer to third-party resource

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

NTF

A

No Trouble Found

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

What is the core skill needed for Troubleshooting?

A

Deductive Reasoning

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Troubleshooting wheel: 3 possible issues represented by outside circle of wheel.

A

1) What does the customer tell me?
Ask smart questions and have the customer show you
how the issue occurs
2) What does the Device tell me?
What are the results of running diagnostics?
What do you see and hear when the issue is reproduced?
Inspect the device to make sure there is no damage or safety issue.
3) What do Apple’s resources tell me?
Run diagnostics (AST 2), try Quick Checks and consult the
Apple support site and Help file

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Asking open questions to gather more info using who, what, when, where, why and how format. 4 examples:

A

1) Why is that important to you?
2) What did you do next?
3) Describe the sound it made
4) How are you connecting to the Internet?

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Ask closed questions to clarify and confirm. 4 examples:

A

1) What iOS is it running?
2) When did you last restart?
3) Safari or Chrome?
4) So it’s never done that before, is that correct?

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Before asking customer questions, ask for permission to quiz them. 3 examples:

A

1) Is it ok if I ask you a few questions so I can figure out what the issue is?
2) I’ll need more information so I’d like to ask some questions, is that ok?
3) Do you have time to answer a few clarifying questions?

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is the most frequently used Apple diagnostic?

A

AST 2 (Apple Service Toolkit)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What 3 apple resources should you go to for troubleshooting?

A

GSX VMI (Visual Mechanical Inspection) guide
GSX Product Quick Checks
Apple support Pages

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

8 steps to isolating device/not device issues:

A

1) Ask smart, probing questions.
2) Verify the issue by having the customer attempt to reproduce the issue.
3) Note if the issue is a result of customer behavior.
4) Is the customer trying to make the device perform an action it is not capable of?
5) Determine if the device works in one place but not in another.
6) Is the workspace too hot for the system to operate?
7) Does the customer experience issues receiving Wi-Fi signals or cellular signals?
8) Has the power gone out recently?

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Examples of Gentle “you’re wrong” empathy and correction phrases:

A

1) I can see how you’d think that, in fact…
2) The way it works is…
3) As it turns out…
4) What really happens…
5) The reality is…
6) Let me show you another way to….
7) It seems that…
8) As it happens…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Resolution for Hardware issues

A

Hardware issues can be diagnosed with diagnostic software
and quick check information. Solutions may include part
replacement.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Resolution for Software issues:

A

Software issues may involve system software, third party
apps or the OS/iOS. A resolution might include an update
or a reinstallation

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Resolution for Educational/user issues:

A

Educational opportunities present themselves when
a customer is mistaken about a device’s function or
capability. You can demonstrate and explain how
the device is meant to function.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Resolution for Environment Issues:

A

Environmental issues are usually concerned
with where the device is being used. Solutions
may include reducing or increasing the
temperature, or moving away from a source
of signal interference (i.e. microwave)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

List 4 Non-verbal communication that influence the customer’s perception of your competence.

A

1) The way you look,
2) your expression,
3) your energy and
4) your poses

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

2 positive and 2 negative examples body language

A

positive: smiling, a nod
negative: no eye contact, yawning

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

Check for understanding by reflecting the customer’s issue. Reflection phrases:

A

1) Let me see if I understand.
2) What I’m hearing is….
3) Let’s make sure I’ve got this right.
4) Did I get that right?
5) So you’re saying …
6) Sounds like …

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

Great customer service depends on: (this needs to memorized)

A

first-rate customer communication skills which begins the second the customer walks into your business or picks up the phone to call you. Your attitude, tone of voice, and body language, the questions you ask, the words you use and the way you present solutions should be impeccable.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

8 empathy key phrases

A

1) “I’m sorry for the inconvenience.”
2) “I’d feel that way too.”
3) “I’m sorry to hear that.”
4) “I’m sorry that happened to you.”
5) “That must make you feel upset.”
6) “I appreciate how confusing this can be.”
7) “I realize this is time consuming.”
8) ”I can appreciate why you’re disappointed.”

25
Q

What empathy does NOT sound like (6)

A

1) Sympathy (oh, you poor thing…)
2) Advice (I think you should…)
3) Pity
4) Condescension
5) Judgement
6) Consolation (It wasn’t your fault)

26
Q

Appropriate apologies Do’s and Don’ts

A

Do be sorry customer feels frustrated or is having difficulties
Don’t apologize for the business, the technology

27
Q

Best corrective phrase:

A

As it turns out…

28
Q

Definition of disappointment is

A

expectations not met

29
Q

Set customer expectations appropriately by doing what 2 key things?

A

Under-promise, over-deliver

Use neutral, non-inflammatory language

30
Q

Expectation setting:

7 conservative language examples and 7 examples to avoid:

A 
USE:
can
may
might
possible
likely 
unlikely
maybe
AVOID:
promise
on my honor
never fails
guaranteed 
always
never
31
Q

Recommendation of new or upgrade options because repair might be costly. 6 Key Phrases:

A

1) This could be a serious problem
2) I’m not sure this can be repaired
3) The fire damage is really extensive, this isn’t looking hopeful
4) Dropping the Mac in the bathtub was really unfortunate – generally this much water damage is irreparable
5) This system is eleven years old now – it may have had its best days
6) I’ll do my best but this kind of system error is usually fatal

32
Q

The key to having your suggestions accepted is…

A

positioning – that is, how you phrase your recommendation.

33
Q

Customers can sometimes become distressed and may challenge you when you tell them their device needs repair. 3 examples of reasons:

A

1) You may fail to meet their expectations - the Customer didn’t anticipate a repair, he thought he’d simply get a new device.
2) Customers may be reluctant to part with a device especially if they rely on it for key communications or work projects.
3) Customers whose device is out of warranty may be reluctant to pay for a repair.

34
Q

List 8 Stop Words:

A

1) get a grip
2) calm down
3) no
4) not my job
5) can’t
6) not authorized
7) won’t
8) it doesn’t work that way

35
Q

5 step approach to resolve conflict:

A
  1. Try to find a way to say, “You’re right” and so endorse the customer.
  2. Show genuine empathy
  3. Stay calm
  4. (If necessary) Describe how the specific behavior is affecting your ability to continue the conversation.
  5. Propose an approach that refocuses the discussion
36
Q

Build good customer relations and loyalty with a “Fond Farewell”, i.e. a positive wrap-up and an invitation to return by doing: (2 things)

A

1) Thank the customer for choosing your business.

2) Try to customize the farewell with a detail about the issue.

37
Q

Phone conversations cut out the chance to understand through body language. This makes voice, tone and speed especially important. List key skills needed for excellent telephone communications.

A

1) Use Your Voice Well
2) Smile
3) Pacing
4) Focus on the Customer
5) Detect emotions
6) Ask Good Questions
7) Don’t interrupt
8) Don’t pre-empt
9) Recap key facts
10) Make notes
11) Say it again (Can you repeat it please?)
* See notes in OneNote

38
Q

Detailed Documentation allows Apple to do the following two things:

A

1) Establish a pattern of events that may lead to product design changes in the future
2) Rewrite documentation and support solutions to address potential issues

39
Q

Importance of safety dammage issues can result in legal issues. i.e.:

A

If an unsafe device is returned to the warehouse rather than processed as a safety issue, some customers may claim Apple tried to destroy evidence or ignored a safety issue.

40
Q

What step should be made if any safety keywords or by inspection of the device?

A

Introduce the customer to a supervisor

41
Q

What are Cell Packs?

A

the actual parts of a battery that are recharged, hold energy and provide power to the portable comouter or device

42
Q

List the 11 Battery Safety Procedures

A

1) Handle the battery or case assembly with built-in battery by the edges, with two hands at all times.
2) Do not lift or hold the battery or case assembly with built-in battery using the cable or connector.
3) Never drop, stack, puncture, press, crush, twist, torque, strike, squeeze or apply unnecessary pressure to an actual battery, its cell packs (or case assembly with built-in battery).
4) Inspect the battery for dents, scratches, or other possible defects. Refer to the “Visual Battery Inspection” section of this training module.
5) Always replace a battery (or case assembly with built-in battery) that has been dropped. These may have an abnormal charge current or voltage that can possibly lead to thermal issues.
6) Never expose batteries, cells, or case assemblies with built-in battery to liquid.
7) Never apply liquid or water onto a battery (or case assembly with built-in battery) that is experiencing a thermal event.
8) Keep batteries, case assemblies with built-in battery, and computers away from heat and open flames. Store them in a cool dry place.
9) When the bottom case is removed, keep the protective battery service cover on the battery at all times.
10) When replacing a battery (or case assembly with built-in battery), use the battery cover as directed by the product’s service guide.
11) Always ship or transport a battery (or case assembly with built-in battery) in its original packaging. It should be bagged and properly packed in the original packaging as shown in the Returning Packaging section of this training course. Be sure required International Air Transport Association (IATA) Caution and Packing List labels are attached to the packaging.

43
Q

Primary concern ehrb servicing embedded batteries:

A

your own safety and the safety of those around you

44
Q

Workstation setup 5 items:

A

1) ESD safe and non-flammable work bench
2) ***At least 2 feet (0.6m)away from paper and or other combustible materials
3) Within 20 feet (6.1m) of an appropriate fire extinguisher and fire-proof safety cabinet
4) Recommended: 8-10 cups of sand(clean, dry, untreated) in quick pour container within arm’s reach (2ft or 0.6m) on either side of the workstation
5) Located in an area with adequate ventilation
(Examples: near an open window, or an area served by facility’s general ventilationsystem

45
Q

Battery Safety Recomended Protective equipment (5) :

A

1) Nitrile (or equivalent) gloves
2) Heat-resistant gloves
3) Safety glasses
4) Cleaning wipes (to clean your safety glasses before wearing)
5) Cut-resistant gloves(although not specific to battery safety, these should be stored in the safety kit for handling things like broken glass)

46
Q

Battery Safety Recomended Materials to have on hand (5):

A

1) Sand 8-10 cups of clean, dry, untreated sand in quick-pour dispenser
2) Hand broom with dust pan
3) Chemical absorbent pads
4) Sealable disposable bags and boxes (large enough to fit a case assembly with built-in battery)
5) Fire-proof safety cabinet

47
Q

Battery safety sand specs:

A

1) 8-10 cups of clean, dry, untreated sand should be stored in a wide-mouthed, quick-pour plastic (non-breakable) container/dispenser with flip top lid.
2) Container holding sand should be within arm’s reach (2ft), on either side of the workstation.
3) This container should be stored immediately adjacent to the workstation, to the side, for immediate access during an unexpected thermal event. It should not be stored above or below the workstation.

48
Q

When should you protect the exposed cells of embedded batteries?

A

AT ALL TIMES

49
Q

At what 4 times will you need to apply and attach a battery cover?

A

1) Immediately after opening the computer (removing the bottom case)
2) Before beginning battery removal (or case assembly with built-in battery removal)
3) Prior to installing a replacement battery (if a cover is not already attached)
4) When preparing to package a battery for shipment

50
Q

3 Inspection Instructions:

A

1) Make sure ther is sufficient lighting in the area.
2) View the battery frome about one foot away
3) Exercise special care to avoid accidental damage to the cell packs when measuring cosmetic issues

51
Q

Important first steps for Battery removal/replacement (2)

A

1) Apply a battery cover to the battery

2) Disconnect the battery from the logic board

52
Q

5 battery events for responding to

A

1) Hot Batteries
2) Swelling Batteries
3) Venting Batteries
4) Leakage Event
5) Thermal Event

53
Q

ESD (with definition)

A

ElectroStatic Discharge
Electrostatic Discharge occurs when excess electrical charge finds a means of equalizing. In some cases, it discharges to ground. In other cases, it might discharge to an ungrounded object with a different charge level.

54
Q

ESD Guidlines (10):

A

1) Handle all components by edges
2) Ground yourself
3) Make sure you are NOT grounded when device is plugged in, working with energized power supply or CRT cathrode ray tube.
4) Do not place components on metal surfaces
5) Do not touch person who is working on device
6) Use ESD storage bags
7) Avoid synthetic materials
8) Regulate humidity
9) Use additional protection (ionized air generator)
10) Clean ESD mat regularly

55
Q

ESD-compliant workstation. 5 steps to set up:

A

1) Remove all synthetic materials from work area
2) Verify that you have a properly grounded electrical supply
3) Attach workbench to ground
4) Connect ESD wrist strap or…
5) Connect ESD heel strap

56
Q

CSAT

A

Customer Satisfaction

57
Q

Good notes are essential to service excellence for the following 5 reasons:

A

1) Accurately explain to the customer what the issue is
2) Help the next technician who touches the repair
3) Build a permanent and complete repair history for our customer’s products
4) Create data that helps Apple engineers improve Apple products and customer service
5) Create repair notes that act as legal documents

58
Q

OOW

A

Out Of Warranty

Apple Basic Troubleshooting (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions