Archive for the ‘Newsletters’ Category

Hot Off the Presses!’s Summer Edition Newsletter Now Available

Welcome to the Summer 2011 edition of’s quarterly newsletter — The Service & Support News — the premier newsletter for help desk, CRM, and IT professionals.

Our feature “story” this month isn’t so much a story, but rather a spotlight on our new interactive column “Ask the Coach!”, which features real-world Q&A on critical help desk related topics. Enjoy!

Here’s a preview! For the full edition, click here


Help Desk Q&A: Ask the Coach!
The ‘Help Desk Coach’ is’s new column, courtesy – that features real-world help desk agent Q&A questions


Ask the Coach!Excerpt:Help Desk agents worldwide have either submitted these questions to or asked these questions during customer service training for helpdesk agents, as presented by Donna Earl (The HelpDeskCoach).

See real-world questions and answers on such topics as: How to handle rude or obnoxious callers? How to more effectively help users to ‘help themselves? How to say ‘no’ to unreasonable support requests, especially those involving “illegally” downloaded software?

And best of all, you can submit your questions and receive professional advice and feedback free of charge. What could be better!

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