Help!: The Art of Computer Technical Support
- ISBN-10
- 0938151142
- ISBN-13
- 9780938151142
- Series
- Help!
- Category
- Computer service industry
- Pages
- 260
- Language
- English
- Published
- 1991
- Author
- Ralph Wilson
Description
Answering questions about software and hardware is a full-time job for hundreds of thousands of people. IBM alone has over 20,000 full-time technical support personnel. This is a book about and for the technical support industry. It describes how to set up and manage a technical support operation, covers techniques for handling support questions by phone, and explains how to estimate the cost of a technical support operation. The book includes profiles of successful technical support operations at companies such as WordPerfect Corporation.
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