Customer Review: This book appears to be more of an outline than a book. I returned it to Amazon. The light section about offshoring technical support seems to be more of an afterthought so the title might appeal to a wider audience. Not recommended.
Customer Review: This is one of the most authoritative, information-rich books on technical support that I have read - and as a consultant who specializes in service delivery and problem management processes I have read many.
It hits all of the critical success factors in designing, implementing and managing an... more info
Customer Review: This isn't a book. It is a high school report. 66 pages with huge amounts of spacing. Not much insight from someone who has 10+ years of experience. Also, until now I never understood the value of an editor. I do now since this book obviously didn't have one.
Customer Review: 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.
Customer Review: This book contains information that will be equally useful to call centers supporting customers and internal IT help desks that are exploring the benefits of web-based issue management via a corporate intranet. The previous reviewed has provided a comprehensive assessment of this book, so I'll... more info
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