Posts Tagged ‘training’

Are Your Service Revenues Under Pressure?

November 11, 2012

As IT spending tightens one of the first budget line items many look at is the annual fees they pay for maintenance and support contracts. Indeed, numerous IT consultants offer to help enterprise buyers negotiate these fees down. One analyst told us he advises his clients to only pay 12% per year. That’s a far cry from the 18%-22% that most vendors are used to.
To address this challenge, we invite you to attend a unique training program, which is designed specifically for personnel with responsibility for selling maintenance & support – either as part of the upfront sale or at the point of renewal. (more…)


Tech Support Superstars Training Class

October 2, 2012

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