Synopsis
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.
"synopsis" may belong to another edition of this title.
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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Help!: The Art of Computer Technical Support
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
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Condition: Good. Stein, Mari (illustrator). Item in good condition and has highlighting/writing on text. Used texts may not contain supplemental items such as CDs, info-trac etc. Seller Inventory # 00021514505
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Help!: The Art of Computer Technical Support
Seller: BooksByLisa, Highland Park, IL, U.S.A.
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Soft cover. Condition: New. Illustrated by Stein, Mari" (illustrator). PHOTO AND VIDEO OF PAGES TAKEN TO SHOW CONDITION PRIOR TO SHIPPING; PHOTOS EMAILED FOR MORE SPECIFICS WHEN REQUESTED; Book. Book. Seller Inventory # 18
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Help!: The Art of Computer Technical Support
Seller: medimops, Berlin, Germany
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Condition: good. Stein, Mari (illustrator). Befriedigend/Good: Durchschnittlich erhaltenes Buch bzw. Schutzumschlag mit Gebrauchsspuren, aber vollständigen Seiten. / Describes the average WORN book or dust jacket that has all the pages present. Seller Inventory # M00938151142-G
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Help!: Art of Computer Technical Support
Published by
Addison Wesley Longman Publishing Co, 1991
ISBN 10: 0938151142
ISBN 13: 9780938151142
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Seller: AwesomeBooks, Wallingford, United Kingdom
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Paperback. Condition: Very Good. Stein, Mari (illustrator). Help!: Art of Computer Technical Support This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. . Seller Inventory # 7719-9780938151142
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Help!: Art of Computer Technical Support
Published by
Addison Wesley Longman Publishing Co 01/05/1991, 1991
ISBN 10: 0938151142
ISBN 13: 9780938151142
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Paperback
Seller: Bahamut Media, Reading, United Kingdom
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Paperback. Condition: Very Good. Stein, Mari (illustrator). Shipped within 24 hours from our UK warehouse. Clean, undamaged book with no damage to pages and minimal wear to the cover. Spine still tight, in very good condition. Remember if you are not happy, you are covered by our 100% money back guarantee. Seller Inventory # 6545-9780938151142
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Help!: The Art of Computer Technical Support
Seller: Book Broker, Berlin, Germany
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Condition: Gut. Stein, Mari (illustrator). 144 Seiten Alle Bücher & Medienartikel von Book Broker sind stets in gutem & sehr gutem gebrauchsfähigen Zustand. Dieser Artikel weist folgende Merkmale auf: Helle/saubere Seiten in fester Bindung. Einband leicht belesen/bestoßen. Sprache: Englisch Gewicht in Gramm: 408 Taschenbuch, Größe: 18.4 x 1.9 x 23.5 cm. Seller Inventory # 660873705
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