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Communication Skills: Are We Speaking the Same Language? by Laura Benjamin, softcover pamphlet, 34 pages, 2002, $19.95
Learn how to express yourself in a clear and meaningful way, learn how others communicate through their individual styles. At the same time, adapt your style to enhance understanding.
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Why Web-Based Customer Support?, by Kathy Hendrickson, softcover, 27 pages, 2001, $19.95
Ready or not, expect that your customers are becoming increasingly computer savvy and many will want the option to communicate electronically. This book takes an in-depth look into the whole Web-based technology wave, exploring the many functions, advantages and challenges of electronic support.
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Marketing Your Help Desk by Malcolm Fry, softcover, 34 pages, $19.95
Having an excellent help desk isn't enough. Senior management and customers must appreciate the skills, importance and value of the help desk. This guide explains in step-by-step detail how to prepare a marketing strategy that will get your customer support operation the appreciation, status, and resources it needs.
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How to Select and Outsource Services for Your Help Desk by Dr. Lance B. Eliot, softcover, 25 pages, $19.95
This guide defines outsourcing, explains its rise in popularity, and presents a series of steps to determine whether outsourcing is appropriate for your help desk, along with checklists, questions, and techniques to apply to your own help desk.
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Glossary of Help Desk Terms by Help Desk Institute, softcover, 36 pages, $19.95
Packed in this small book you'll find clarification of confusing terms as well as a host of definitions explaining the tools, practices, and technical jargon particular to the help desk and customer support industries.
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Understanding Customer Competence Levels: Your Guide to Efficient and Effective Support Calls by George Spalding, softcover, 23 pages, $19.95
Are you going too fast for your customers? Too slow? Either can be irritating for the caller and can make problem resolution tougher. Listen to their emotional state, what terminology they use, even who they blame, and you can assess a caller's competence and adjust your pace and style accordingly. This book shows you how.
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Managing Unresolved Service Requests by Gary Case, softcover, 30 pages, $19.95
An unresolved service request management process gives your company another opportunity to create a positive impression of your support services in the minds of customers. Learn to determine process flow, create a system, and identify roles and responsibilities to successfully manage unresolved service requests.
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Revolutionizing Support Staff Training - One Company's Strategy by Loretta Weiss-Morris, softcover, 31 pages, $19.95
Need a plan orienting and training new help desk staff? Here's what software giant Intuit did. Take a look! Their approach may work - as is - for your organization, too.
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Certification Issues for Technical Support Professionals by Edward G. Barrow & Patrice Rhoades-Baum, softcover, 24 pages, $19.95
This book explains the growing need for help desk certification, suggests training topics and skills for help desk people, and identifies a few of the many training and certification programs available today.
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The Help Desk Contribution to Corporate Benchmarking by Jerry Mirelli, softcover, 25 pages, $19.95
This book will help you understand what benchmarking is, how it benefits the organization, and the role the help desk plays in the process.
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Principles of Effective Leadership for the Support Organization by Rick Kilton, softcover, 35 pages, $19.95
This book provides an introduction to customer support leadership. As you read it, you will notice that the leadership principles are interdependent and indicate aspects of an overall theme: value your employees because they are the primary resource of your business.
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Optimizing Stress in the Support Center by Rebecca Braden Nordeman, softcover, 32 pages, $19.95
This book speaks to the support industry's need for a new approach to deal with stress, one that addresses the pressures on both the organization and the individual.
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Coaching for World Class Customer Support by Mia S. Melanson, softcover, 30 pages, $19.95
Good coaching can improve professionalism and morale. Learn how support organizations now use coaching as their primary method of ensuring quality customer care.
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How to Survive Call Volume Spikes by Pete McGarahan, softcover, 21 pages, $19.95
Sometimes it seems like, no matter how many CSRs you have available, it's impossible to meet the current demand for your services. Feel like unexpected spikes are beyond your control? Then read this book!
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Managing the Implementation of New Support Systems by Albert R. Starck, softcover, 21 pages, $19.95
Are you ready to implement the newly selected problem management system? This book can help you to prepare for what lies ahead -- and avoid a string of new headaches.
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Overcoming Overwhelm: Thirty Days to Less Stress by Mia Melanson, softcover, 17 pages, $19.95
Many books talk about stress, but this small workbook walks you through an analysis of your own personal stress factors, and presents exercises to do and actions to take to care for yourself and reduce stress and conflict in your daily routine.
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Get The Point: How to Write Policies, Procedures, and Tasks for Help Desk & Customer Support Centers by Ben Brigham, softcover, 51 pages, $19.95
Using the tools presented in this book, and precise language, you will be able to establish a standard in documenting your help desk practices.
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on cover for contents
How to Give Meaningful Feedback to Increase Motivation and Productivity by Dr. Robert Zawacki and Laura Zawacki, softcover, 30 pages, $19.95
In this book, you'll learn how feedback affects the motivation of individual help desk contributors as well as their productivity and self concept. And, you'll learn the step-by-step process for giving meaningful feedback to help desk people.
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Stop Being a Victim! by Char LaBounty, softcover, 36 pages, $19.95
Are you the last to know about new products your company is distributing? This book describes steps you can take to demonstrate to your organization why it's important for your support center to be involved in product and service introductions.
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Using Service Goals and Metrics to Improve Help Desk Performance by Mark Ellis, softcover, 30 pages, $19.95
This focus book will show you how service goals and metrics can help you build models to measure your performance and determine your progress toward departmental and company objectives.