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Delivering World-class Technical Support
 
 
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Delivering World-class Technical Support (Paperback)

by Navtej (Kay) Khandpur (Author), Lori Laub (Author) "To have a successful Technical Support Organization, both company executives and technical support managers must have the same answers to two questions: What is the..." (more)
4.5 out of 5 stars See all reviews (4 customer reviews)

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Product details

  • Paperback: 336 pages
  • Publisher: John Wiley & Sons (28 Oct 1996)
  • Language English
  • ISBN-10: 0471155349
  • ISBN-13: 978-0471155348
  • Product Dimensions: 23.6 x 19 x 2.1 cm
  • Average Customer Review: 4.5 out of 5 stars See all reviews (4 customer reviews)
  • Amazon.co.uk Sales Rank: 717,028 in Books (See Bestsellers in Books)

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Product Description

Product Description
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.

From the Back Cover
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.

See all Product Description

Inside This Book (Learn More)
First Sentence
To have a successful Technical Support Organization, both company executives and technical support managers must have the same answers to two questions: What is the strategic value of the technical support organization to the company, and what does that mean in operational terms? Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews

4 Reviews
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Average Customer Review
4.5 out of 5 stars (4 customer reviews)
 
 
 
 
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Most Helpful Customer Reviews

 
2 of 2 people found the following review helpful:
3.0 out of 5 stars Not as good as it could have been, 12 Jul 2001
By A Customer
I bought three books on managing a technical support organisation - this one, The Art of Software Support (my favourite, but that's for another review), and How to Manage the IT Helpdesk. Of the three I felt this one was the least useful, dealing mainly in waffle and not providing solid advice on procedures, hierarchies and departmental organisation etc. Spending pages discussing the difference between a mean and median average is not what I expect from a book on managing technical support organisations...
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5.0 out of 5 stars An excellent overview of technical support, 10 April 1999
By A Customer
This book provides an outstanding overview of what it takes to put together a solid support organization. It covers evertything from what technologies to consider including their pros and cons; helpful ideas regarding staffing, retention and incentive programs; and insightful, thought-provoking ideas on how to create and implement processes. The examples are especially helpful and make the book an interesting read. I, my staff, and my company have benefitted from the results.

Best book on the topic that I've read, and I've read a fair number of them.

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5.0 out of 5 stars A must-read for anyone involved in technical support, 16 Mar 1999
By A Customer
This is a down to earth, easy to read, indispensible tool for anyone who has a requirement to provide a technical support function for their company's products. This is not a guide on how to be an excellent help-desk engineer. It is a guide for how to go about ensuring that your company understands the value of the technical support organisation and for enabling you to successfully create, manage and deploy a world-class technical support organisation. This should be read by all those involved in any aspect of planning a technical support delivery role.
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Most Recent Customer Reviews

5.0 out of 5 stars Anyone managing a support organization should read this
This book is one of the most helpful books on building and managing support organizations. I have to give it credit for ideas which helped me turn a negative support situation... Read more
Published on 3 Mar 1999

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