Hello. We are a small startup starting to run IT business and we wish
to know how a small team can sound professional on telephone support,
make problems solved and make customer happy. The usual questions from
user are like "how do I get the email client working". I wish to
either find free high quality detailed guide on how to run this help
desk on the Internet, or get confirmed by researcher that such thing
doesn't exist on the Internet. The guide should not be an
answer-machine style step-by-step instruction but is an guide help
help-stuff understand user feeling or user response and what word to
use for what situation, with examples.

If we cannot find one, I'll be very happy if the research recommend me
a book available for online sales with credit card. He don't have to
have read the book, just if he feels the book is what I wanted after
his research.

This is my first Google Question. I am really interested in this
service: hope it really works.