Chapter 10. Customer Service

Technical support consists of two main functional areas rolled into one discipline, technical/product expertise, and customer service. The technical portion is a variable that each support professional must have to adapt to, and possibly face multiple times in his career. Technology changes while only customer service remains a constant. The importance of the customer service is one that we often take for granted as we typically concentrate more on the technical side of support. However, customer service is the foundation to a successful career in technical support, and just about any other customer-facing profession.

The term customer service is one that has many meanings to many people. As practitioners of the support ...

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