Tech Support Superstars Training Class

I recently created a new training workshop specifically designed for tech support reps. This hands-on 1 day workshop has been well received in it’s initial class. Have a look at the agenda and let me know if we are covering the right topics. Thanks, Bill


8:00 – 8:15 Introductions
8:15 – 9:00 Effective Call Handling Processes
9:00 – 9:45 Why is Self Service so Important?
9:45 – 10:00 BREAK
10:00 – 10:45 How the Levels of Learning affect service
10:45 – 11:45 The Impact of Informal Leaders
11:45 – 12:00 Open Discussion/Industry Trends
12:00 – 1:00 LUNCH
1:00 – 2:00 Dealing with Difficult Customers
2:00 – 2:30 Tech Support’s killer issue:Transparency
2:30 – 2:45 BREAK
2:45 – 3:45 Problem Solving & Troubleshooting
3:45 – 4:00 What is Top Talent for Tech Support
4:00 – 4:45 Understanding different Communication Styles
4:45 – 5:00 Wrap Up – Your Future Career in Tech Support

Contact Bill Rose directly at


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4 Responses to “Tech Support Superstars Training Class”

  1. Jeff Pankratz Says:

    Wonderful outline Bill. My only feedback would be that the time devoted to open dicsussion seems a bit cramped. I’d love to learn more about how to enroll some of my reps in your workshop.

  2. Bill Rose Says:

    Jeff, Thanks for the feedback. I am starting out teaching these workshops as in-house training. This works well because there is a strong team building component throughout the workshop. If your interested in an in-house class just email me at

  3. Bert Says:

    Hi Bill. I’m interested in the details of how you cover these two topics: Effective Call Handling Processes and Problem Solving & Troubleshooting. These are large enough topics to devote an entire day to each.

  4. Bill Rose Says:

    Bert, good questions. The call handling part really helps students understand the different models out there for delivering effective tech support, such as, the tiered model or the swarming model. Where we spend a lot of time is on the PS &T section using examples of the skills necessary to resolve customer issues faster. We provide a proven methodology for troubleshooting and have exercises throughout the class to reinforce the PS&T skills. Everyone leaves with tools they can use the very next day! Bill

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