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 ...
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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.
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Add this copy of Delivering World-Class Technical Support to cart. $16.70, good condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 1997 by John Wiley & Sons.
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Seller's Description:
This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 650grams, ISBN: 9780471155348.
Add this copy of Delivering World-Class Technical Support to cart. $11.00, good condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 1996 by Wiley.
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Good. Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority!
Add this copy of Delivering World-Class Technical Support to cart. $11.51, fair condition, Sold by Goodwill Books rated 5.0 out of 5 stars, ships from Hillsboro, OR, UNITED STATES, published 1996 by Wiley.
Add this copy of Delivering World-Class Technical Support to cart. $42.85, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 1996 by Wiley.
