Help!: The Art of Computer Technical Support

Help!: The Art of Computer Technical Support

by Ralph Wilson, Mari Stein
     
 
Providing technical support is an integral part of the job responsibilities of over a million people. It's tough work. Helping users in trouble demands not only technical savvy but also patience, diplomacy, and creativity. Until now, no book has explored the important managerial, technical, and psychological issues that tech support workers and managers confront

Overview

Providing technical support is an integral part of the job responsibilities of over a million people. It's tough work. Helping users in trouble demands not only technical savvy but also patience, diplomacy, and creativity. Until now, no book has explored the important managerial, technical, and psychological issues that tech support workers and managers confront daily. This book covers all the bases, from case studies of large technical support departments to specific tips on dealing with frustrated, irate callers. If your job involves assisting others use computers, you'll find it a fascinating read and a useful professional resources.

Editorial Reviews

Booknews
Support manager Wilson discusses general principles of problem determination and offers a methodology for troubleshooting, taking feedback on products, and resolving complaints. He offers survival information for handling angry and abusive callers, novice users, skeptics, the silent type, the terminally confused, and the nonstop talker, along with tips for maintaining a sane working environment. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Product Details

ISBN-13:
9780938151142
Publisher:
Peachpit Press
Publication date:
02/03/1995
Pages:
256
Product dimensions:
7.02(w) x 9.02(h) x 0.59(d)

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