A Guide to Computer User Support 6th edition may be ordered from:
Amazon.com: Computer User Support 6th edition
Course Technology: Computer User Support 6th edition
(buy or rent book or chapters from the publisher)
Link to author's information page on Amazon.com
Table of Contents for the 6th edition:
Preface
Chapter 1: Introduction to Computer User Support
Chapter 2: Customer Service Skills for User Support Agents
Chapter 3: Writing for End Users
Chapter 4: Skills for Troubleshooting Technology Problems
Chapter 5: Common Support Problems
Chapter 6: Help Desk Operation
Chapter 7: User Support Management
Chapter 8: Product Evaluation Strategies and Support Standards
Chapter 9: End-User Needs Assessment Projects
Chapter 10: Installing and Managing End-User Technology
Chapter 11: Technology Training for Users
Chapter 12: A User Support Utility Tool Kit
Appendix A: Answers to Check Your Understanding Questions
Appendix B: LBE Helpdesk Evaluation Edition
Appendix C: User Support Presentations and Meetings
Course Technology: Computer User Support 6th edition
(buy or rent book or chapters from the publisher)
Link to author's information page on Amazon.com
Table of Contents for the 6th edition:
Preface
Chapter 1: Introduction to Computer User Support
Chapter 2: Customer Service Skills for User Support Agents
Chapter 3: Writing for End Users
Chapter 4: Skills for Troubleshooting Technology Problems
Chapter 5: Common Support Problems
Chapter 6: Help Desk Operation
Chapter 7: User Support Management
Chapter 8: Product Evaluation Strategies and Support Standards
Chapter 9: End-User Needs Assessment Projects
Chapter 10: Installing and Managing End-User Technology
Chapter 11: Technology Training for Users
Chapter 12: A User Support Utility Tool Kit
Appendix A: Answers to Check Your Understanding Questions
Appendix B: LBE Helpdesk Evaluation Edition
Appendix C: User Support Presentations and Meetings
