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Bibliographic Details

Title: Help!: The Art of Computer Technical Support
Publisher: Peachpit Pr
Publication Date: 1991
Language: English
ISBN 10: 0938151142
ISBN 13: 9780938151142
Binding: Soft cover
Illustrator: Stein, Mari
Condition: Good

About this title

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.

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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More Than Words (MTW) is a social enterprise that empowers youth who are in the foster care system, court involved, homeless, or out of school to take charge of their lives by taking charge of a business. By working as a team to manage their own retail and online used book business, caf�, and community space, youth develop the employment skills, leadership, and self-confidence they need to successfully transition to adulthood.

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More Than Words
376 Moody Street, Waltham, MA, 02453, U.S.A.

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