Help!: The Art of Computer Technical Support [Paperback]

Ralph Wilson (Author), Mari Stein (Illustrator)

Editorial Reviews

From the Back Cover

Columnist John C. Dvorak called this "an outstanding book, probably the most sorely needed book ever written for the industry." One of the few books devoted to "helping the helpers," Help! overviews the billion-dollar tech support industry, analyzes the dialog between the tech support worker and the user in trouble, explains how to set up and manage a support operation, discusses the technology of support, and profiles successful technical support operations.

Product Details

• Paperback: 144 pages
• Publisher: Peachpit Pr (February 1991)
• Language: English
• ISBN-10: 0938151142
• ISBN-13: 978-0938151142
• Product Dimensions: 8.9 x 7 x 0.8 inches
• Shipping Weight: 14.4 ounces
• Average Customer Review: 4.8 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #1,973,862 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

8 of 9 people found the following review helpful:

5.0 out of 5 stars The One book you'll want to read if you support users, September 3, 1997

By A Customer

This review is from: Help!: The Art of Computer Technical Support (Paperback)

Ralph Wilson's classic has a justly deserved reputation as being the King James Bible for computer support personnel. Cogent, witty and engaging. Has sections for external and internal support, and even valuable advice on interpersonal communications techniques when dealing with users. Also provides tips on handling tantrum-throwers and other problem callers.

1 of 1 people found the following review helpful:

5.0 out of 5 stars Still holds true 20 years later., August 9, 2011

By 

R. McAtee "inazone" (United States) - See all my reviews
(REAL NAME)   

This review is from: Help!: The Art of Computer Technical Support (Paperback)

I was given this book by one of my technical college instructors back in the early `90s, and I've held onto it ever since, loaning it out to new hires and interns in my current IT department. As much as technology changes and brings with it new questions in need of answers, the customer service side of tech support still requires a level-headed approach to dealing with non-technical end users. Even if portions of HELP! seem a little outdated, there is really something for everyone here. Definitely worth buying.

2 of 3 people found the following review helpful:

4.0 out of 5 stars Classic, but dated, March 20, 2003

By 

Randall S. Pearson (Downingtown, PA United States) - See all my reviews
(REAL NAME)   

This review is from: Help!: The Art of Computer Technical Support (Paperback)

If you can still get it, it's worthwhile for the support pro. While it isn't the most current or best written book available for support, it's one I wouldn't trade away.

Strengths: problem defining & solving, phone skills, difficult customers.