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Title: Help!: The Art of Computer Technical Support by Ralph Wilson, Mari Stein ISBN: 0-938151-14-2 Publisher: Addison-Wesley Pub. Date: 01 February, 1991 Format: Paperback List Price(USD): $19.95

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Average Customer Rating: 4.67 (3 reviews)

Rating: 4
Summary: Classic, but dated
Comment: 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: 5
Summary: Looking desperatly for this book!
Comment: Please reprint soon!!

Rating: 5
Summary: The One book you'll want to read if you support users
Comment: 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.