Help!: The Art of Computer Technical Support

Rating:
Summary: Classic, but dated
Review: If you can still get it, it's worthwhile for the support pro. While it isn't the most current or best written book available for support, it's one I wouldn't trade away.

Strengths: problem defining & solving, phone skills, difficult customers.

Rating:
Summary: Looking desperatly for this book!
Review: Please reprint soon!!

Rating:
Summary: The One book you'll want to read if you support users
Review: Ralph Wilson's classic has a justly deserved reputation as being the King James Bible for computer support personnel. Cogent, witty and engaging. Has sections for external and internal support, and even valuable advice on interpersonal communications techniques when dealing with users. Also provides tips on handling tantrum-throwers and other problem callers.