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Help!: The Art of Computer Technical Support
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.
144 pages, Paperback
First published February 1, 1991
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July 13, 2022
Possibly one of the simplest, easiest to read books to introduce the reader to the principles and practices of good computer technical support. 31 years after its publication, I'm still reminding people of The Three Rules: answer the phone, get the caller to the right person, and count the beans. Tech Support really is that simple, but time and again I find organizations and companies that cannot effectively follow one or more of these principles.
Wilson's book is a must-have Bible to have near your desk, along with your ITIL reference handbook, company org chart, SAFe diagram, giant FONE MUTE button, and frustration-relief squeeze toy.
Wilson's book is a must-have Bible to have near your desk, along with your ITIL reference handbook, company org chart, SAFe diagram, giant FONE MUTE button, and frustration-relief squeeze toy.
Displaying 1 of 1 review