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Book Description

There is currently no concise manual for support people on how to treat customers, management, colleagues, and customers. This book delivers 101 short and concise pieces of advice with actual examples that readers can use immediately to improve their technical support career. This book does not require cover-to-cover reading–readers can skip around to find the information they most need to access at a given time.

What you’ll learn
This book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career.

Who is this book for?
This book is for technical support managers and staff.

Table of Contents

1. Your Work Ethic
2. Intricacies of the Field
3. Your Work Practices
4. The Technical Support Group
5. The Technical Support Colleague
6. Leadership in Support
7. Support Roles and Behaviors
8. Structures and Tiers
9. Process and Practice
10. Customer Service
11. Communications
12. Perspectives

Book Details

• Paperback: 260 pages
• Publisher: Apress (December 2009)
• Language: English
• ISBN-10: 1430225475
• ISBN-13: 978-1430225478

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Technical Support Essentials