Computer User Support textbook companion website
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    • CUS6e Ch1 links
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    • CUS6e Ch11 links
    • CUS6e Ch12A links Pg 544-574
    • CUS6e Ch12B Links Pg 575-590
    • CUS5e Ch12C Links Pg 591-612
    • CUS6e AppB links
    • CUS6e AppC links
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A Guide to Computer  User Support 6th edition may be ordered from:

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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
   


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