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The Complete Guide to Customer Support: How to Turn Technical Assistance into a Profitable Relationship (Paperback)

by Joe Fleischer (Author), Brendan B. Read (Author) "Every customer needs access to service, but not every customer needs access to customer support ..." (more)

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Product details

Paperback: 272 pages
Publisher: R & D (Jan 2002)
Language English
ISBN-10: 1578200970
ISBN-13: 978-1578200979
Product Dimensions: 22.4 x 15.2 x 1.5 cm
Average Customer Review: No customer reviews yet. Be the first.
Amazon.co.uk Sales Rank: 640,099 in Books (See Bestsellers in Books)

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Product Description

Product Description
A thorough and practical guide to maintaining a proactive support operation. Customers expect constant assistance no matter what type of products they buy, and today's support operations face greater responsibilities than the IT help desks of the 1990s. This book provides readers with up-to-date case studies and research that illustrate how support is evolving beyond trouble tickets and maintenance contracts to encompass up-selling and long-term customer care. This book also furnishes readers with examples of how and how not to offer support on-line. It highlights how organizations apply theories of customer relationship management in the real world of support. And it describes what types of products and services are essential for any support operation - including tools for reducing or preventing future requests for help - and shows readers the best ways to use them.

From the Publisher
-Most books on customer support only deal with problems customers have with technical products. This book defines support more broadly so that it refers to ongoing assistance that companies offer customers using all kinds of products or services. This increases the book's appeal to a wide range of organisations.

Inside This Book (Learn More)

First Sentence
Every customer needs access to service, but not every customer needs access to customer support. Read the first page

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Front Cover | Copyright | Table of Contents | Excerpt | Back Cover

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