Items related to Help!: The Art of Computer Technical Support
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 copyright Book News, Inc. Portland, Or.
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From the Back Cover:
Columnist John C. Dvorak called this "an outstanding book, probably the most sorely needed book ever written for the industry." One of the few books devoted to "helping the helpers," Help! overviews the billion-dollar tech support industry, analyzes the dialog between the tech support worker and the user in trouble, explains how to set up and manage a support operation, discusses the technology of support, and profiles successful technical support operations.
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- PublisherPeachpit Pr
- Publication date1991
- ISBN 10 0938151142
- ISBN 13 9780938151142
- BindingPaperback
- Number of pages144
- IllustratorStein Mari
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Help!: The Art of Computer Technical Support
Published by
Peachpit Pr
(1991)
ISBN 10: 0938151142
ISBN 13: 9780938151142
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Soft cover
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Book Description Soft cover. Condition: New. Stein, Mari (illustrator). Book. Seller Inventory # ABE-1664290204537
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