Effective Software Customer Support

Rating:
Summary: Strong book for external software support
Review: This is an excellent and complete book focusing on external software support. Although the focus is more targeted to software companies, much of the material applies equally well in an internal support setting.

* Practical advice from Gallagher's years of support experience including an excellent section on the top five kinds of support inquiries, and advice on everything from avoiding phone tag to effective interdepartmental relations.
* "Ten commandments for dealing with software users", should be required reading for all help desk professionals. Contains an overview of the basic elements of successful support. Includes an excellent section on effective techniques for dealing with various customer personality patterns.
* Insights into support center management issues-especially relating to staffing issues including recruiting, selection, and retention.
* Internal relations. The support center operates in a complex and interdependent environment. The quality of internal relations is a key success factor in most support centers and it has a direct impact on morale.
* Thought-provoking insights into support careers, including personal career management advice.
* Case studies of four different kinds of support environments.
* Overview of support center tools, call tracking, and surveying.

Somewhat out of date now.