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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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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