Date: Wed, 26 Jul 1995 14:45:43 EST
From: "Rob Slade, the doting grandpa of Ryan Hoff"
Subject: "Help!" by Wilson

BKHELP.RVW   950525
 
%A   Ralph Wilson
%C   2414 6th St., Berkeley, CA   94710
%D   1991
%G   0-938151-14-2
%I   Peachpit Press
%O   U$19.95 510-548-4393 fax: 510-548-5991 800-283-9444
%O   trish@peachpit.com gary@peachpit.com markj@aw.com
%P   231
%T   "Help!"
"Help!", Ralph Wilson, 1991, 0-938151-14-2, U$19.95
 
"This book is for the people who answer those calls, the people who do
technical support.  It offers practical advice ... "
 
That's what the Preface says.  Unfortunately, it's wrong.  There are some
practical tips on "active listening," and handling irate customers, in chapter
three, and a few more in chapter four.  The bulk of the book, however, is aimed
more at management than at front-line troops, and doesn't address specific
problems of the technical support job.
 
Managers may find some ideas on backing up and motivating staff.  There are
also some points which may be useful to make to the top brass at budget time.
 
copyright Robert M. Slade, 1995   BKHELP.RVW   950525

======================
DECUS Canada Communications, Desktop, Education and Security group newsletters
Editor and/or reviewer ROBERTS@decus.ca, RSlade@sfu.ca, Rob Slade at 1:153/733
Author "Robert Slade's Guide to Computer Viruses" 0-387-94311-0/3-540-94311-0