Help! : The Art of Computer Technical Support Book

Providing technical support is an integral part of the job responsibilities of over a million people. It's tough work. Helping users in trouble demands not only technical savvy but also patience, diplomacy, and creativity. Until now, no book has explored the important managerial, technical, and psychological issues that tech support workers and managers confront daily. This book covers all the bases, from case studies of large technical support departments to specific tips on dealing with frustrated, irate callers. If your job involves assisting others use computers, you'll find it a fascinating read and a useful professional resources.