A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition)
Format: PDF / Kindle (mobi) / ePub
Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, train end-users and even handle budgeting and other management priorities. This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.
Understanding in a spoken or written response. Listening, reading, understanding, Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if.
Customer service to organizations? In a classic study of customer service, researchers who investigated a large office equipment company found that “totally satisfied” customers were six times more likely to purchase additional products from the company during the next 18 months than customers who were just “satisfied.” The researchers concluded that customers who were just “satisfied” (not “totally satisfied”) were not as loyal in their future product choices. Furthermore, researchers have found.
Social networking aspects of collaboration and communication among communities of users. Online social communities such as Facebook, LinkedIn, Twitter, Google +, and the online collaborative encyclopedia Wikipedia are examples of Web 2.0 applications. Web 2.0 trends have impacted the way support services are delivered to users. For example, many vendors that previously offered only support FAQs and knowledge bases now sponsor forums and blogs where users who share common interests or have.
“Good customer relationships are a worthwhile goal for us, but we usually find that it is just too expensive to provide really excellent customer service. The costs always outweigh the benefits.” Do you agree or disagree with her statement? Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any.
Time permits, also consider the following vignette: A user contacted the help desk with a complaint about the number of email messages she receives every day. The user indicated that her coworkers often send out messages to the entire company email address book with a request for a piece of information. Instead of replying just to the sender with the requested information, some users choose the “Reply All” option— sometimes with information, but more often with opinions and other, sometimes.