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.
Описание: Cisco ASA for Accidental Administrators is a major update to the previous Accidental Administrator ASA book. This new edition is packed with 48 easy-to-follow hands-on exercises to help you build a working firewall configuration from scratch. Based on software version 9.x, it continues as the most straight-forward approach to learning how to configure the Cisco ASA Security Appliance, filled with practical tips and secrets learned from years of teaching and consulting on the ASA. There is no time wasted on boring theory. The essentials are covered in chapters on installing, backups and restores, remote administration, VPNs, DMZs, usernames, transparent mode, static NAT, port address translation, access lists, DHCP, password recovery, logon banners, AAA (authentication, authorization and accounting), filtering content and more. Inside this concise, step-by-step guide, you'll find: **How to backup and restore software images and configurations **How to configure different types of VPNs, including AAA authentication **The secrets to successfully building and implementing access-lists All this information is presented in a straight-forward style that you can understand and use right away. The idea is for you to be able to sit down with your ASA 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 it done" in a minimal amount of time
Автор: Crawley Don R Название: Cisco Asa Security Appliance Hands-On Training for Accidenta ISBN: 0983660786 ISBN-13(EAN): 9780983660781 Издательство: Неизвестно Рейтинг: Цена: 3449.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Open Agile Architecture, a standard of The Open Group, offers an approach to architect at scale with agility. It provides guidance and best practices for Enterprise Architects seeking to transition into Agile and Digital contexts. Empowering an Enterprise to Succeed with its Digital-Agile TransformationAgile teams drive the enterprise`s Digital Transformation by inventing new business models, delivering superior customer experiences, developing digital products, and architecting highly-automated operating systems.The Open Agile Architecture Standard was designed keeping the needs of all business stakeholders in mind:¢ Business Leaders - to drive the enterprise`s Digital and Agile change journey¢ Enterprise Architects - to extend their scope of influence in an Agile at scale world¢ Product Managers - to help transform customer experience, innovate products, and generate growth¢ Product Owners - to accelerate their transformation from managing feature backlogs to steering value delivery¢ Operations Managers - to enable them to leverage Lean and automation to generate sustainable competitive advantages¢ Software Engineers - to leverage the power of digital technologies to co-innovate with the businessThe more Agile the enterprise, the faster the learning cycles, and faster learning cycles translate to shorter time-to-market resulting in more agility. By adopting an Open Agile Architecture approach, your organization can capitalize on this accelerated learning cycle, meaning your Agile and Digital capabilities continuously and simultaneously co-create one another.
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.
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