Product Details

• Amazon Sales Rank: #650572 in Books
• Published on: 1991-05
• Original language: English
• Binding: Paperback
• 256 pages

Synopsis
Answering questions about software and hardware is a full-time job for hundreds of thousands of people. IBM alone has over 20,000 full-time technical support personnel. This is a book about and for the technical support industry. It describes how to set up and manage a technical support operation, covers techniques for handling support questions by phone, and explains how to estimate the cost of a technical support operation. The book includes profiles of successful technical support operations at companies such as WordPerfect Corporation.

Customer Reviews

The One book you'll want to read if you support users
Ralph Wilson's classic has a justly deserved reputation as being the King James Bible for computer support personnel. Cogent, witty and engaging. Has sections for external and internal support, and even valuable advice on interpersonal communications techniques when dealing with users. Also provides tips on handling tantrum-throwers and other problem callers.

Looking desperatly for this book!
Please reprint soon!!!