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Description - The Complete Guide to Customer Support by Joe Fleischer

A thorough and practical guide to maintaining a proactive support operation. Customers expect constant assistance no matter what type of products they buy, and today's support operations face greater responsibilities than the IT help desks of the 1990s. This book provides readers with up-to-date case studies and research that illustrate how support is evolving beyond trouble tickets and maintenance contracts to encompass up-selling and long-term customer care. This book also furnishes readers with examples of how and how not to offer support on-line. It highlights how organizations apply theories of customer relationship management in the real world of support. And it describes what types of products and services are essential for any support operation - including tools for reducing or preventing future requests for help - and shows readers the best ways to use them.

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Book Details

ISBN: 9781578200979
ISBN-10: 1578200970
Format: Paperback
(210mm x 129mm x 14mm)
Pages: 272
Imprint: CMP Books
Publisher: Taylor & Francis Ltd
Publish Date: 4-Jan-2002
Country of Publication: United Kingdom

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Author Biography - Joe Fleischer

Joe Fleischer, Call Center magazine's chief technical editor, regularly writes about how companies use technology to serve customers by phone and online. He's in frequent demand as a speaker at leading events, including Call Center Demo and Conference. Brendan Read, Call Center magazine's services editor and author of Designing the Best Call Center for Your Business, writes about site selection, design, staffing, training, certification, outsourcing, teleworking, and laws and regulations. An experienced reporter and business journalist, he writes and occasionally speaks at trade shows in a unique way that makes complex topics understandable and interesting.