Delivering world-class technical support

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Wiley, 1997 - Computers - 322 pages
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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.

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Contents

Introduction
1
Strategy and Direction
19
Process and Infrastructure
41
People and Culture
87
Performance and Measurement
125
Planning and Budgeting
167
Products and Tools
215
Positioning and Marketing
261
Partners and Affiliates
287
Index
315
Copyright

About the author (1997)

NAVTEJ (KAY) KHANDPUR is a management consultant in technical support operations, management,and strategic planning. He has worked in many technical support positions for over 19 years ranging from managing support operations to business planning for support delivery. Before forming his own company he was with Tandem Computers, where he managed the company's customer satisfaction program for critical accounts. LORI LAUB is president of a consulting firm specializing in helping clients create and implement support systems. During her tenure as Vice President of Customer Assistance at Great Plains Software, that company was ranked first in customer service and support for six years running.

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