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The complete guide to customer support : [how to turn technical assistance into a profitable relationship

Author: Joe Fleischer; Brendan B Read
Publisher: New York : CMP Books ; Berkeley, Calif. : Distributed to the Book trade in the U.S. and Canada by Publishers Group West, ©2002.
Edition/Format:   Print book : English : 1st edView all editions and formats
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This guide shows how a company can provide technical support to solve its customers' problems, and at the same time create satisfied users who will encourage others to buy the same products or  Read more...

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Document Type: Book
All Authors / Contributors: Joe Fleischer; Brendan B Read
ISBN: 1578200970 9781578200979
OCLC Number: 50033639
Notes: Subtitle from cover.
Description: 272 pages : illustrations ; 23 cm
Contents: Ch. 1. What Are Customer Support Centers? --
Ch. 2. The Role of a Support Center --
Ch. 3. Support Center Operations --
Ch. 4. Providing Live Support --
Ch. 5. Support Center Adjuncts --
Ch. 6. Locating and Building Support Centers --
Ch. 7. Support Center Technology --
Ch. 8. Staffing and Training --
Ch. 9. Certification and Benchmarking --
Ch. 10. Knowledge Delivery a.k.a Knowledge Management --
Ch. 11. Customer Relationship Management --
Ch. 12. Day-to-Day Support Practices --
Ch. 13. Downsizing Your Support Center --
Ch. 14. Resources Guide.
Other Titles: Customer support
Responsibility: Joe Fleischer & Brendan Read].
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