Delivering World-Class Technical Support

By Navtej (Kay) Khandpur

Book Overview

A total guide to developing, managing, and marketing a world-class technical support organization When shopping for computer hardware and software, one thing that every customer looks for is quality technical support. Written by two technical support experts, Delivering World-Class Technical Support tells you everything you need to know to plan, develop, market, and manage a top-flight technical support operation that wins and keeps customers. Drawing upon their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything they know about: Which services to offer or not to offer. How to recruit, train, and motivate technical support staff. Using the Internet and Web to connect with and service your customers. Work distribution, scheduling, and other organizational issues. How to budget for and staff your department. Selecting the right tools for increased productivity. How to price and market your support offerings. Measuring and improving department performance. Using technical support to gather valuable customer information. How the efficiency of technical support impacts on your company's bottom line Outsourcing and partnering technical support to third parties. Delivering World-Class Technical Support shows you how to maximize the effectiveness and efficiency of your technical support department while winning new customers.

• Format: Paperback
• Language: English
• ISBN: 0471155349
• ISBN13: 9780471155348
• Release Date: October 1996
• Publisher: Wiley
• Length: 336 Pages
• Weight: 1.41 lbs.
• Dimensions: 9.9" x 0.7" x 7.5"

Customer Reviews

One of the best books on technical support I have read!

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 effective support organization. It goes far beyond IT help desks - the material here is applicable to support professionals responsible for product support, technical services representatives in customer care organizations, and tier-2 support.I like the process- and business-oriented approach. The book fully covers all of the parts of mature support processes: people, process and technology. It provides excellent insights into what you should be measuring and reporting, and how to handle gaps in your support processes.Also, in view of the high turnover in experienced support professionals that most organizations suffer the section on staffing alone is worth the price of the book. It is obvious that the authors have grappled with this critical issue and they provide sound advice on how to overcome the people aspect of technical support.As a consultant I found the planning and budgeting section to be a big help - the information contained here will not only allow you to determine support costs (which should be factored into product prices if your organization is supporting a product), but also how to effectively manage the cost component of technical support. If you are a consultant, this section will also give you some ideas on how to craft an effective value proposition for providing outsourced technical support services.This book makes a valuable contribution to the technical support profession and adds considerably to the general body of knowledge. If technical support or service delivery is your business you need this book.

An excellent overview of technical support

This book provides an outstanding overview of what it takes to put together a solid support organization. It covers evertything from what technologies to consider including their pros and cons; helpful ideas regarding staffing, retention and incentive programs; and insightful, thought-provoking ideas on how to create and implement processes. The examples are especially helpful and make the book an interesting read. I, my staff, and my company have benefitted from the results. Best book on the topic that I've read, and I've read a fair number of them.

A must-read for anyone involved in technical support

This is a down to earth, easy to read, indispensible tool for anyone who has a requirement to provide a technical support function for their company's products. This is not a guide on how to be an excellent help-desk engineer. It is a guide for how to go about ensuring that your company understands the value of the technical support organisation and for enabling you to successfully create, manage and deploy a world-class technical support organisation. This should be read by all those involved in any aspect of planning a technical support delivery role.

Anyone managing a support organization should read this

This book is one of the most helpful books on building and managing support organizations. I have to give it credit for ideas which helped me turn a negative support situation around. I highly recommend it.