||Preface. Chapter 1: Introduction to Computer User Support. Chapter 2: Customer Service Skills for User Support Agents. Chapter 3: Writing for End Users. Chapter 4: Skills for Troubleshooting Technology Problems. Chapter 5: Common Support Problems. Chapter 6: Help Desk Operation. Chapter 7: User Support Management. Chapter 8: Product Evaluation Strategies and Support Standard. Chapter 9: End-User Needs Assessment Projects. Chapter 10: Installing and Managing End-User Technology. Chapter 11: Technology Training for Users. Chapter 12: A User Support Utility Tool Kit. Appendix A: Answers to Check Your Understanding Questions. Appendix B: LBE Helpdesk Evaluation Edition. Appendix C: User Support Presentations and Meetings.