Show:
Apple ID
Word Jumble
Repairs
General
Exceptions
100
What is the primary question that should be asked when verifying a customer's identity?
What is, are you the primary account holder of the apple ID?
100
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What is Screen Sharing?
100
Customer: My screen is cracked and I would like to know about the option for repair that allows me to drop off the repair at a UPS Store? Advisor: Sure, one moment as I research this information...
What is a CDO--Customer Drop Off.
100
When should we offer to screen share with the customer?
What is after gaining agreement?
100
When the customer is having an issue updating his or her software, having iCloud issues, or has an iTunes billing issue this is considered an_____________ exception.
What is automatic?
200
What is the email that can be sent to the customer and takes up to 24 hours?
What is an iForgot email?
200
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What is iTunes?
200
Customer: I do not live near an Apple store and I do not live near a UPS store, what other mail-in option do I have to send my product to Apple?
What is CAS- Customer Arranged Shipping?
200
If a customer calls in stating that he owns a business and the company phone has an employees iCloud information on it that no longer works with the company. This call will need to go to enterprise however, what options should we select to consult with enterprise? Hint: I'm looking for what options should be selected exactly.
What is consult>technical>technical question>choose other>technical>enterprise>enterprise iOS
200
What must be offered to the customer before we can grant an exception?
What is PPI-Pay Per Incident?
300
After sending an iForgot email, what should be advised to the customer about the iForgot email?
What is, it takes up to 24 hours before the email can be received and after receiving the email the link will expire within 3 hours?
300
motcsure cpixeeneer
What is customer experience?
300
I called earlier and spoke with someone who gave me a repair option that is $29 to send me a replacement phone within 2-3 business days however, there will be hold placed on my bank card--can you tell me what type of repair that was?
What is Express replacement?
300
A customer calls in and asks about getting into his or her device. They are saying that the device has been disabled. What article(s) can we use to assist the customer?
What is HT1212 or HT204306
300
What article can be used to understand exceptions?
What is CP 1147?
400
Help! I have an apple ID that is stuck in the iCloud settings and it's an old email...how can I get this off?
What is temporarily changing the apple ID to the old email address and signing out of iCloud or HT203828
400
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What is peer feedback?
400
I do not have APP+ on my device, nor do I live near an Apple Retail Store, nor do I want to wait 5-7 business days to mail in my product, nor do I want to have a hold placed on my bank account for you all sending me a replacement device. What other option do I have if I do not want to use Apple to repair my device?
What is an Authorized retailer or Carrier?
400
What are ALL of the H2H skills that should be used during each call?
What is the 3A's, Guided learning, enriching information, restoring the relationship, and offering to share screens?
400
If an exception is granted, how should the case be logged?
What is technical?
500
Customer: I recently purchased an iPhone from a friend however, I can not get into the device because it's asking me to sign into the previous owner's apple ID. Can you help me with this? Advisor: It sounds like Activation lock, one moment as I pull this up for you.
What is CP1416?
500
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What is iCloud and iTunes syncing?
500
In iLog, how must the case be saved in order to get the option for a repair?
What is hardware--repair needed?
500
If the customer makes a negative statement towards Apple or Apple product and the advisor addresses this statement, this is known as...
What is restoring the relationship?
500
If the issue the customer is calling about is referring to an apple ID, how should the case be logged?
What is non-technical?