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Sinopsis
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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Acerca del autor
NAVTEJ (KAY) KHANDPUR is a management consultant in technical support operations, management,and strategic planning. He has worked in many technical support positions for over 19 years ranging from managing support operations to business planning for support delivery. Before forming his own company he was with Tandem Computers, where he managed the company's customer satisfaction program for critical accounts. LORI LAUB is president of a consulting firm specializing in helping clients create and implement support systems. During her tenure as Vice President of Customer Assistance at Great Plains Software, that company was ranked first in customer service and support for six years running.
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Delivering World-class Technical Support
Publicado por
John Wiley and Sons Ltd, 1996
ISBN 10: 0471155349
ISBN 13: 9780471155348
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Librería: World of Books (was SecondSale), Montgomery, IL, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: Very Good. This text offers a range of tips, tricks and insider shortcuts geared towards the area of technical support. It discusses the role of the World Wide Web and how to take advantage of it for technical support; and how to plan, budget, and market technical support throughout the organization. Nº de ref. del artículo: 00100491184
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Delivering World-Class Technical Support
Librería: Wonder Book, Frederick, MD, Estados Unidos de America
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Condición: Very Good. Very Good condition. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp. Nº de ref. del artículo: F21A-03514
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Delivering World-Class Technical Support
Librería: ThriftBooks-Dallas, Dallas, TX, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Nº de ref. del artículo: G0471155349I3N00
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Delivering World-Class Technical Support
Librería: ThriftBooks-Atlanta, AUSTELL, GA, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Nº de ref. del artículo: G0471155349I3N00
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Delivering World-class Technical Support
Publicado por
John Wiley and Sons Ltd, 1996
ISBN 10: 0471155349
ISBN 13: 9780471155348
Antiguo o usado
Paperback
Librería: World of Books Inc, Montgomery, IL, Estados Unidos de America
Calificación del vendedor: 4 de 5 estrellas
Paperback. Condición: Very Good. This text offers a range of tips, tricks and insider shortcuts geared towards the area of technical support. It discusses the role of the World Wide Web and how to take advantage of it for technical support; and how to plan, budget, and market technical support throughout the organization. Nº de ref. del artículo: CIN0471155349VG
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EUR 8,44
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Delivering World-Class Technical Support
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Wiley & Sons, Incorporated, John, 1996
ISBN 10: 0471155349
ISBN 13: 9780471155348
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Librería: Better World Books: West, Reno, NV, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Condición: Very Good. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Nº de ref. del artículo: 13070270-75
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Delivering World-Class Technical Support
Librería: -OnTimeBooks-, Phoenix, AZ, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Condición: good. A copy that has been read, remains in good condition. All pages are intact, and the cover is intact. The spine and cover show signs of wear. Pages can include notes and highlighting and show signs of wear, and the copy can include "From the library of" labels or previous owner inscriptions. 100% GUARANTEE! Shipped with delivery confirmation, if you're not satisfied with purchase please return item! Ships via media mail. Nº de ref. del artículo: OTV.0471155349.G
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Delivering World-Class Technical Support
Publicado por
Wiley & Sons, Incorporated, John, 1996
ISBN 10: 0471155349
ISBN 13: 9780471155348
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Librería: Better World Books Ltd, Dunfermline, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Condición: Good. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Nº de ref. del artículo: 4372270-6
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Delivering World-Class Technical Support
Librería: PAPER CAVALIER UK, London, Reino Unido
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Condición: very good. Gently used. May include previous owner's signature or bookplate on the front endpaper, sticker on back and/or remainder mark on text block. Nº de ref. del artículo: 9780471155348-3
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Delivering World-Class Technical Support
Publicado por
John Wiley & Sons, 1997
ISBN 10: 0471155349
ISBN 13: 9780471155348
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Librería: Anybook.com, Lincoln, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Condición: Good. 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. Nº de ref. del artículo: 9184138
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