Help!: The Art of Computer Technical Support

By Ralph Wilson

Answering questions about software and hardware is a full-time job for hundreds of thousands of people. IBM alone has over 20,000 full-time technical support personnel. This is a book about and for... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0938151142
• ISBN13: 9780938151142
• Release Date: January 1991
• Publisher: Peachpit Press
• Length: 231 Pages
• Weight: 0.91 lbs.
• Dimensions: 0.6" x 7.0" x 9.0"

Customer Reviews

Classic, but dated

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.

Looking desperatly for this book!

Please reprint soon!!

The One book you'll want to read if you support users

Ralph Wilson's classic has a justly deserved reputation as being the King James Bible for computer support personnel. Cogent, witty and engaging. Has sections for external and internal support, and even valuable advice on interpersonal communications techniques when dealing with users. Also provides tips on handling tantrum-throwers and other problem callers.