Abstract
Supporting customers requires communication. There is no way around it. Effective communication in technical support is not a luxury, perk, or a pipedream—it is a basic requirement of the job. The better we communicate, the more people we help, and the better the quality of the support we provide. But, there are many sides to this topic.
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References
Katherine Miller, Communication Theories: Perspectives, Processes and Concepts (New York: McGraw-Hill, 2005) pp 2–18.
“diction.” Dictionary.com Unabridged (v 1.1). Random House, Inc. 04 Jun. 2009. 〈Dictionary.com http://dictionary.classic.reference.com/browse/diction〉.
Sonya Hamlin, How To Talk So People Listen (New York: HarperCollins, 2006) pp 40–45. The author talks about ‘immigrants’ as if they are people from other planets. I understand and realize that there are subtle differences but while at work the culture becomes one; not an ethnic or national culture but a business and work culture which is the same regardless of your background, national origin or even geographic location. I realize this is a simplistic view of cultural situations but I view culture as something that enriches our work lives and not something that becomes a detriment to work. I was hoping the author would present the perspective of the non-native speaker but no such luck.
Patti Breitman and Connie Hatch, How to Say No Without Feeling Guilty (New York: Broadway, 2001) pp 35–52. The authors make a point of using downright trickery for turning down work, requests and opportunities. This may work in other professions but I am afraid that support is not the profession where this type of advice will be successful.
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Sanchez, A.R. (2009). Communications. In: Pepper, J., et al. Technical Support Essentials. Apress. https://doi.org/10.1007/978-1-4302-2548-5_11
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DOI: https://doi.org/10.1007/978-1-4302-2548-5_11
Publisher Name: Apress
Print ISBN: 978-1-4302-2547-8
Online ISBN: 978-1-4302-2548-5
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