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
:
9780538748537
Personal Author
:
Knapp, Donna.
Edition
:
3rd ed.
Publication Information
:
Boston, MA : Course Technology Cengage Learning, ©2011.
Physical Description
:
xix, 488 pages : illustrations ; 24 cm
Contents
:
Achieving high customer satisfaction -- Developing strong listening and communication skills -- Winning telephone skills -- Technical writing skills for support professionals -- Handling difficult customer situations -- Solving and preventing problems -- Teams and team players in a help desk setting -- Minimizing stress and avoiding burnout.
Abstract
:
This guide provides support to individuals interested in the field of technical customer support and the self-management skills needed to deliver it. It provides a better understanding of what a career in customer support would entail.
Subject Term
:
Computer industry -- Customer services.
Computer service industry -- Vocational guidance.
Computer technical support -- Customer services -- Handbooks, manuals, etc.
| Library | Material Type | Item Barcode | Shelf Number | Copy |
|---|
| RC Braamfontein | General Books | 000084748 | 004.068 KNA | 1 |
| RC Pretoria CBD | General Books | 000167095 | 004.068 KNA | 1 |
| RC Pretoria CBD | General Books | 000167094 | 004.068 KNA | 2 |
| RC Pretoria CBD | General Books | 000167096 | 004.068 KNA | 3 |
| RC Pretoria CBD | General Books | 000167092 | 004.068 KNA | 4 |