When shopping for computer hardware and software, one thing that every customer looks for is quality technical support. Written by two technical support experts, Delivering World-Class Technical Support tells you everything you need to know to plan, develop, market, and manage a top-flight technical support operation that wins and keeps customers.

Drawing upon their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything they know about:

Which services to offer or not to offer.
How to recruit, train, and motivate technical support staff.
Using the Internet and Web to connect with and service your customers.
Work distribution, scheduling, and other organizational issues.
How to budget for and staff your department.
Selecting the right tools for increased productivity.
How to price and market your support offerings.
Measuring and improving department performance.
Using technical support to gather valuable customer information.
How the efficiency of technical support impacts on your company's bottom line
Outsourcing and partnering technical support to third parties.

Delivering World-Class Technical Support shows you how to maximize the effectiveness and efficiency of your technical support department while winning new customers.

About the Author

NAVTEJ (KAY) KHANDPUR is a management consultant in technical support operations, management,and strategic planning. He has worked in many technical support positions for over 19 years ranging from managing support operations to business planning for support delivery. Before forming his own company he was with Tandem Computers, where he managed the company's customer satisfaction program for critical accounts.

LORI LAUB is president of a consulting firm specializing in helping clients create and implement support systems. During her tenure as Vice President of Customer Assistance at Great Plains Software, that company was ranked first in customer service and support for six years running.

"About this title" may belong to another edition of this title.

Store Description

Paper Cavalier is a bookseller specialised in hard-to-find and out-of-print titles. We are based in London and New York. Looking for a book? Contact us at hello@papercavalier.com

Visit Seller's Storefront

Seller's business information

Paper Cavalier LTD
100 Clements Road, Block K, Unit 104, London, SE16 4DG, United Kingdom

Sale & Shipping Terms

Terms of Sale

We guarantee the condition of every book as it is described on the Abebooks web sites. If you are dissatisfied with your purchase (Incorrect Book/Not as Described/Damaged) or if the order has not arrived, you are eligible for a refund within 30 days of the estimated delivery date. If you have changed your mind about a book that you have ordered, please use the Ask bookseller a question link to contact us and we will respond within 2 business days.

Shipping Terms

Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required.

Shipping rates from United Kingdom to U.S.A.

Shipping rates from United Kingdom to U.S.A.
Order quantity	7 to 21 business days	5 to 20 business days
First item	US$ 7.92	US$ 13.20

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.