Publisher's Synopsis
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.
