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Guide to Customer Service Skills for the Service Desk Professional by Donna Knapp (2014, Trade Paperback)
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A Guide to Customer Service Skills for the Service Desk Professional
- Buy It NowA Guide to Customer Service Skills for the Service Desk Professi
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About this product
Product Identifiers
PublisherCengage Learning
ISBN-101285063589
ISBN-139781285063584
eBay Product ID (ePID)173789795
Product Key Features
Number of Pages544 Pages
LanguageEnglish
Publication NameGuide to Customer Service Skills for the Service Desk Professional
Publication Year2014
SubjectManagement Information Systems, Customer Relations, Information Management, Information Technology
FeaturesRevised
TypeTextbook
Subject AreaComputers, Business & Economics
AuthorDonna Knapp
FormatTrade Paperback
Dimensions
Item Height8.9 in
Item Weight23.2 Oz
Item Length0.8 in
Item Width7.2 in
Additional Product Features
Edition Number4
Intended AudienceCollege Audience
TitleLeadingA
Dewey Edition22
IllustratedYes
Dewey Decimal004.0688
Edition DescriptionRevised edition
Table Of Content1. Achieving High Customer Satisfaction.2. Developing Strong Listening and Communication Skills.3. Winning Telephone Skills.4. Technical Writing Skills for Support Professionals.5. Handling Difficult Customer Situations.6. Solving and Preventing Incidents and Problems.7. Business Skills for Technical Professionals.8. Teams and Team Players in a Service Desk Setting.9. Minimizing Stress and Avoiding Burnout.Capstone Project: Service Desk Site Visit.Appendix A: Service Desk Resources.Glossary.
SynopsisThe Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.
LC Classification NumberQA76.9.T43
