Delivering World-Class Technical Support
Language: English
Published by Wiley & Sons, Incorporated, John, 1996
- Softcover
- Used
Seller: Better World Books: West, Reno, NV, U.S.A.Better World Books: West
AbeBooks seller since March 14, 2016
Condition: Used - Very good
US$ 9.32
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Add to basketItem description from seller
Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
Seller Inventory # 13070270-75
- Title
- Delivering World-Class Technical Support
- Author
- Laub, Lori, Khandpur, Navtej Kay
- Publisher
- Wiley & Sons, Incorporated, John
- Publication year
- 1996
- Condition
- Very Good
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 0471155349
- ISBN 13
- 9780471155348
- Item weight
- 1.272 pounds
- Dimensions
- N/A
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.
"Synopsis" may belong to another edition of this title.
About the Author
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 the title" may belong to another edition of this title.
Better World Books: West
Reno, NV, U.S.A.
AbeBooks seller since March 14, 2016
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Better World Books is a for-profit, socially conscious business and a global online bookseller that collects and sells new and used books online, matching each purchase with a book donation. Each sale generates funds for literacy and education initiatives in the U.S., the UK, and around the world. Since its launch in 2003, Better World Books has raised over $35 million for libraries and literacy, donated over 38 million books, and reused or recycled more than 475 million books.
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