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Features a short and concise format-it’s easy to read and digest and can be done at random
Offers immediate real-world advice which a Technical Support person can use to improve his or her job
Offers advice on the different aspects of Technical Support which other books don’t cover such as colleague relationships, dealing with management and providing the best service to the customer
Written by the leading expert on Tech Support at CA whose business it is to improve business processes
Technical Support Essentials is a book about the many facets of technical support. It attempts to provide a wide array of topics to serve as points of improvement, discussion, or simply topics that you might want to learn. The topics range from good work habits to the way technical support groups establish their own style of work. This book applies theories, models, and concepts synthesized from existing research in other fields—such as management, economics, leadership, and psychology—and connects them to technical support. The goal is to build on the work of others and allow their success to evolve the profession. The book's broad perspective looks at proven practices, legal issues, dealing with customers, utilizing resources, and an array of other topics of interest to tech support professionals.
Content Level »Popular/general
Keywords »Service - management - organization - technical support