Delivering World-Class Technical Support

Delivering World-Class Technical Support

  • Publish Date: 1996-10-21
  • Binding: Paperback
  • Author: Navtej (Kay) Khandpur;Lori Laub

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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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