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 fieldsasuch as management, economics, leadership, and psychologyaand connects them to technical support. The goal is to build on the work of others and allow their success to evolve the profession. The bookas 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. What youall learnThis book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career. Who this book is for This book is for technical support managers and staff. Table of Contents Your Work Ethic Intricacies of the Field Your Work Practices The Technical Support Group The Technical Support Colleague Leadership in Support Support Roles and Behaviors Structures and Tiers Process and Practice Customer Service Communications PerspectivesWhat we need is to make the customer a part ofthe equation and present our side to the customer from our angle, but without ... turned down will feel much more negative toward you than the customer who understands you accommodated his request, ... customers will usually have a wish that can take the form of a specific way to address their problem to a preference on how ... I read an issue once where a customer asked a colleague to please email him the instructions in an attachedanbsp;...
|Title||:||Technical Support Essentials|
|Publisher||:||Apress - 2010-01-06|