Product Details

• Amazon Sales Rank: #1505832 in Books
• Published on: 1991-02
• Original language: English
• Binding: Paperback
• 256 pages

From the Back Cover
Columnist John C. Dvorak called this "an outstanding book, probably the most sorely needed book ever written for the industry." One of the few books devoted to "helping the helpers," Help! overviews the billion-dollar tech support industry, analyzes the dialog between the tech support worker and the user in trouble, explains how to set up and manage a support operation, discusses the technology of support, and profiles successful technical support operations.

Customer Reviews

Classic, but dated
If you can still get it, it's worthwhile for the support pro. While it isn't the most current or best written book available for support, it's one I wouldn't trade away.

Strengths: problem defining & solving, phone skills, difficult customers.

Looking desperatly for this book!
Please reprint soon!!

The One book you'll want to read if you support users
Ralph Wilson's classic has a justly deserved reputation as being the King James Bible for computer support personnel. Cogent, witty and engaging. Has sections for external and internal support, and even valuable advice on interpersonal communications techniques when dealing with users. Also provides tips on handling tantrum-throwers and other problem callers.