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The Complete Guide to Customer Support : How to Turn Technical Assistance Into a Profitable Relationship - Joe Fleischer

The Complete Guide to Customer Support

How to Turn Technical Assistance Into a Profitable Relationship

Paperback

Published: 4th January 2002
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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.

Forewordp. 9
Prefacep. 13
Acknowledgmentsp. 17
Introductionp. 19
What Are Customer Support Centers?p. 25
The Role of a Support Centerp. 41
Support Center Operationsp. 53
Providing Live Supportp. 71
Support Center Adjunctsp. 81
Locating and Building Support Centersp. 97
Support Center Technologyp. 121
Staffing and Trainingp. 155
Certification and Benchmarkingp. 183
Knowledge Delivery a.k.a Knowledge Managementp. 197
Customer Relationship Managementp. 223
Day-to-Day Support Practicesp. 237
Downsizing Your Support Centerp. 255
Resources Guidep. 261
Suggestions for Additional Readingp. 267
Glossaryp. 269
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9781578200979
ISBN-10: 1578200970
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 272
Published: 4th January 2002
Publisher: FOCAL PR
Country of Publication: GB
Dimensions (cm): 23.93 x 14.88  x 1.8
Weight (kg): 0.44
Edition Number: 1