Customer service is of particular importance in the technology industry;
customers rely on technical support services when they have a problem
with a piece of hardware, software, or a consumer device. The current
darling of the technology industry is Apple, and you don't have to go
farther than the Genius Bar at your local Apple Store to see how Apple
approaches customer service, creating a fantastic customer experience
that ensures rabid fans. Most people think of customer service as a
department, but customer service is also a technology industry all on
its own. This book gives an insider's view of the customer service
industry, providing insight for those battling mediocre service every
day. If you understand the tools, vocabulary, and metrics that power
customer service, you can definitely demand better service from your
providers. For those already working in customer service, this book will
provide you with some new best practices, worst practices to avoid, and
maybe even a laugh or two along the way.