A guide to customer service skills for the help desk professional
by
Knapp, Donna.
Title
:
A guide to customer service skills for the help desk professional
Author
:
Knapp, Donna.
ISBN
:
9780619216412
Personal Author
:
Knapp, Donna.
Edition
:
2nd ed.
Publication Information
:
Boston, MA : Thomson Course Technology, ©2005.
Physical Description
:
xv, 384 pages : illustrations ; 24 cm
Contents
:
ch. 1: Achieving high customer satisfaction -- ch. 2: Developing strong listening and communication skills -- ch. 3: Winning telephone skills -- ch. 4: Technical writing skills for support professionals -- ch. 5: Handling difficult customer situations -- ch. 6: Solving and preventing problems -- ch. 7: Business skills for technical professionals -- ch. 8: Teams and team players in a help desk setting -- ch. 9: Minimizing stress and avoiding burnout.
Subject Term
:
Computer industry -- Customer services.
Computer service industry -- Vocational guidance.
Computer technical support -- Customer services -- Handbooks, manuals, etc.