Nowadays the help desk, or helpline, is commonplace. Every product and every service advertises customer support through a helpline number.
This book is aimed at the manager who has the task of providing that support to customers. Whether you manage an internal help desk supporting information technology within your organisation or a helpline for product support the key principles are the same.
Following the recognised 'In A Week' format, the book divides the management tasks into manageable sections:
- Deciding what your help desk does
- Recruiting and managing help desk staff
- Performance measurement
- Tools for improved help desk performance
- Communications for improved customer satisfaction
