Creating A Customer-Focused Help Desk

Creating A Customer-Focused Help Desk
Author: Andrew Hiles, Hon FBCI, EIoSCM
Publisher: Rothstein Publishing
Total Pages: 271
Release: 2016-06-01
Genre: Business & Economics
ISBN: 1944480064


Download Creating A Customer-Focused Help Desk Book in PDF, Epub and Kindle

This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: “What is the best Help Desk software package?” or “What is the best way to set up a Help Desk?” Our only response has to be “Best for whom? It all depends.” A key objective of this book is to show how and why “It all depends” and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).


Creating A Customer-Focused Help Desk
Language: en
Pages: 271
Authors: Andrew Hiles, Hon FBCI, EIoSCM
Categories: Business & Economics
Type: BOOK - Published: 2016-06-01 - Publisher: Rothstein Publishing

GET EBOOK

This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors hav
Knowledge Management for Help Desk and Customer Care: How to Build an Effective Knowledge Base - A Roadmap to Success
Language: en
Pages: 202
Authors: Juliano Statdlober
Categories: Computers
Type: BOOK - Published: 2017-06-23 - Publisher: Independently Published

GET EBOOK

This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis a
Creating a Customer-focused Help Desk
Language: en
Pages:
Authors: Andrew Hiles
Categories: Computer industry
Type: BOOK - Published: 2000 - Publisher:

GET EBOOK

That's Customer Focus!
Language: en
Pages: 201
Authors: F. Ray Miller
Categories: Business & Economics
Type: BOOK - Published: 2008 - Publisher: That's Customer Focus!

GET EBOOK

Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know th
Help Desk Management: How to run a computer user support Service Desk effectively
Language: en
Pages: 330
Authors: Wayne Schlicht
Categories: Computers
Type: BOOK - Published: 2019-09-29 - Publisher: Build a Help Desk Consulting LLC

GET EBOOK

Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatabl