Newly expanded edition. A real-world, plain-language how-to guide for delivering amazing customer service to customers and end-users.

Now in its third edition, The Compassionate Geek is the definitive guide for delivering amazing customer service to customers and end-users. Filled with practical tips, best practices and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Each chapter contains a reflection and discussion section to help improve customer service skills. Inside are lots of personal stories and examples of mistakes made and lessons learned in addition to an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that can be understood and used right away. There's nothing foo-foo, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end-users.

Here's what you'll find: The four intrinsic qualities of great customer service providers Customer service tips on how to say no without alienating your customer or end user Best practices for communicating with email, including examples Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check using emotional intelligence (eq) techniques A six-step flow chart for handling customer and end user calls Customer service skills to use when the customer or end user is wrong How to work with the different generations in the workplace Motivational stories of human triumph with reflection and discussion questions Techniques for overcoming personal and professional obstacles

All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end users.

"Your easy-to-follow step-by-step guide to configuring a Cisco router from the ground up "

The Accidental Administratortm: Cisco Router Step-by-Step Configuration Guide is packed with more than 30 easy-to-follow interactive exercises, loads of screen captures, and lots of step-by-step examples to help you build a working router from scratch. Easily the most straightforward approach to learning how to configure a Cisco router, this book is filled with practical tips and secrets learned from years of Don s teaching and consulting on Cisco network devices.

As a bonus, you won t waste your time on boring theory. All the essentials are covered in chapters on installing, backups and restores, and TCP/IP. You ll learn the nitty-gritty on subnetting, remote administration, routing protocols, static routing, access-control lists, site-to-site VPNs, network address translation (NAT), DHCP, password recovery, and security. There s even an entire chapter on the new Internet Protocol version 6 (IPv6).

Here's just some of what you'll find: How to configure and manage access lists How to set up a site-to-site VPN How to implement IPv6

All the information is presented in a straightforward style that you can understand and use right away. With The Accidental Administrator: Cisco Router Step-by-Step Configuration Guide you ll be able to sit down with your routers and build a working configuration in a matter of minutes. Of course, some of the more advanced configs may take a little longer, but even so, you'll be able to "get 'er done" in a minimal amount of time

In addition, there are supporting videos and a supporting webpage to provide even more help and updated information.

A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results.Here's what you'll find: Best practices for communicating with email, including examples, the four intrinsic qualities of great service providers, best practices for communicating using chat and texting, how to listen so you'll understand, how to keep your emotions in check, a flow chart for handling user calls, what to do when the user is wrong, and how to work with the different generations in the workplace. All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with I.T. pros and end-users.