|The Help Desk Handbook
The Help Desk Institute Guide to Help Desk Operations & Problem Management
by Ron Muns, softcover, 173 pages, 1993
The Help Desk Handbook is the best-selling resource HDI has ever published! Why? It's an unsurpassed guide for setting up a new support center operation as well as an unbeatable daily reference manual you can turn to again and again. It presents proven answers to your toughest questions and practical advice so you can make the right decisions for your support center. You can get sample forms, procedures, policies, reports, and graphs. You'll learn about support center objectives, job descriptions, team building, burnout, measuring customer satisfaction, and recording, diagnosing, and escalating service requests.
|Table of Contents
Chapter 1 - Purposes and objectives of the help desk
The Resource Center for Customer Service
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