This book is aimed at the manager who has the task of providing support to customers. Whether you manage an internal help desk supporting information technology within your organisation or a helpline for product support, the key principles are the same. Topics covered include: deciding what your help desk does; recruiting and managing help desk staff; performance measurement; tools for improved help desk performance; and, communications for improved customer satisfaction.
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About the Author
Jacqueline Chapman MBA is an experienced support manager with 17 years experience in financial institutions. She has recently been an independent consultant helping organisations improve their help desks and other support services.
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