HDI releases new video training featuring Malcolm Fry

January 5, 1993 -- Colorado Springs, Colorado -- Help Desk Institute (HDI)
is now offering a set of six one-hour training video seminars featuring
Malcolm Fry, a leading authority on the help desk and technical support
industry.

"Help desk personnel need to achieve goals as much or more than upper
management. The new Help Desk Institute Video Seminars are a breakthrough
in training and development. No other training material of this caliber is
currently available to the help desk," explains HDI Chairman Ron Muns.
"This medium is a simple way to accommodate scheduling differences,
limited budgets and staffing changes without disrupting a help desk
service."

The Help Desk Institute Video Seminars also allow help desk personnel to
receive training from a world-renowned expert who has more than 25 years
of information technology experience. Fry is now president of Fry
Consulting and co-founder of one of the first leading independent IT
education companies in the United Kingdom. He has lectured to more than
100,000 people in 24 countries, and is author of several best-selling
publications: The Help Desk, Service Level Management, Problem and Change
Management, and Quality Control and Assurance.

According to Muns, the Help Desk Institute Video Seminars will help set
expectations, develop quality skills and turn any help desk into a
refined, organizational asset. Titles include:

1. Help Desk Professionals Make a Difference. This session traces the
evolution of the help desk and its strategic importance to good company
performance.

2. Why Have a Help Desk? This session covers help desk benefits and
realistic objectives.

3. Customer Care. This session provides several elements of productive
customer care.

4. The Customer Call Handling Process. This session shows how to
effectively deal with persistent concerns.

5. The Help Desk Team. This session identifies the role of help desk team
and provides graphs to chart call analysis, problem-solving levels and
more.

6. Call Escalation and Management. This session explores basic call
escalation rules and responsibilities.

The set of six Malcolm Fry Video Seminars is $795 for HDI members and $895
for non-members. Shipping and handling charges, as well as applicable
state and local taxes, are extra.

In addition, HDI guarantees customer satisfaction. If for some reason a
customer dislikes the video seminars, return the tapes to HDI within 30
days of receipt and include a reason on company letterhead. A full refund,
less a $50 restocking charge, will be given.

HDI provides training, educational materials and a networking forum for
help desk professionals. Founded in 1989, the Institute boasts over 2,500
members around the world and 32 Local Chapters in four countries. HDI
sponsors seminars and conferences throughout the United States, Canada,
Europe and Australia. HDI supports all technologies -- including
mainframes, PCs, minicomputers and accompanying networks.

To order the set of Malcolm Fry Video Seminars, please call 800-248-5667
(U.S. and Canada) or 719-531-5138 (worldwide).

Help Desk Institute
1755 Telstar Dr, Suite 101, Colorado Springs, CO 80920

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