This text offers a range of tips, tricks and insider shortcuts geared towards the area of technical support. It discusses the role of the World Wide Web and how to take advantage of it for technical support; and how to plan, budget, and market technical support throughout the organization.

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Bibliographic Details

Title: Delivering World-class Technical Support
Publisher: John Wiley and Sons Ltd
Publication Date: 1996
Language: English
ISBN 10: 0471155349
ISBN 13: 9780471155348
Binding: Paperback
Condition: Very Good

About this title

Synopsis

A total guide to developing, managing, and marketing a world-class technical support organization

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.

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