Customer Reviews

Help!: The Art of Computer Technical Support

5 star:		(3)
4 star:		(1)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

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.

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 seem a little outdated, there is really something for everyone here.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.

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.

Please reprint soon!!