Delivering World-Class Technical Support - Softcover

Khandpur, Navtej (Kay); Laub, Lori

9780471155348: Delivering World-Class Technical Support

Softcover

ISBN 10: 0471155349 ISBN 13: 9780471155348

Publisher: Wiley, 1996

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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.

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From the Publisher:

Technical support is essential for any computer vendor, whether to answer application questions or to handle the problems that inevitably occur. This book will help any company develop a top-flight technical support department, offering guidelines on organization and development. It discusses such topics as: work distribution, scheduling and organization; measuring and tracking department performance, outsourcing the tech support function, and taking advantage of the Internet as a departmental tool.

About the Author:

NAVTEJ (KAY) KHANDPUR is a management consultant in technical support operations, management,and strategic planning. He has worked in many technical support positions for over 19 years ranging from managing support operations to business planning for support delivery. Before forming his own company he was with Tandem Computers, where he managed the company's customer satisfaction program for critical accounts.

LORI LAUB is president of a consulting firm specializing in helping clients create and implement support systems. During her tenure as Vice President of Customer Assistance at Great Plains Software, that company was ranked first in customer service and support for six years running.

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