Each Apple Care Advisor goes through extensive training to ensure that they know every detail about the device that they will be providing service for as well as good communication practices and strategies to get through difficult or demanding conversations. They prepare you very well for the job. Your "mentor" in the program is your manager who is with you every step of the way helping you become better at your job and is there to answer and questions that you have. I became successful at the position by paying close attention to the training process ensuring that I understood everything about the device that I was servicing. Having a positive mindset and an interest in solving complex problems helped me as well.
Like I said before it's 10 weeks, 20 hours per week. There are three 4-hour weekday shifts, and one 8-hour weekend shift. You have a dedicated trainer and you are with a class of about 20 others. Be sure to participate and engage yourself. This is the most important part of the job because you build the toolbox you use to succeed in your role.