A guide to customer service skills for the help desk professional

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Title:

Author:

Knapp, Donna.

ISBN:

9780538748537

Personal Author:

Knapp, Donna.

Edition:

3rd ed.

Publication Information:

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.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:RCBMF	1:GEN-BOOK	000084748	004.068 KNA	1	Searching... Unknown
Searching... 1:RCPTA	1:GEN-BOOK	000167095	004.068 KNA	1	Searching... Unknown
Searching... 1:RCPTA	1:GEN-BOOK	000167094	004.068 KNA	2	Searching... Unknown
Searching... 1:RCPTA	1:GEN-BOOK	000167096	004.068 KNA	3	Searching... Unknown
Searching... 1:RCPTA	1:GEN-BOOK	000167092	004.068 KNA	4	Searching... Unknown

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Summary

The Third 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.