Customer Review: This book addresses the essence of support - people skills. State-of-the-art tools and technology, and the most efficient processes ever devised will not guarantee a successful help desk or technical support organization if the human interaction techniques provided in this book are not used.
Customer Review: I would recommend this book to all Help Desk and Support Managers. This book helped me a lot in my daily Help Desk operations and give me good ideas for improvements.
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