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1. 
Cover image for A guide to customer service skills for the help desk professional
A guide to customer service skills for the help desk professional
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2011
Excerpt: 
4
Available: Copies:
2. 
Cover image for A guide to service desk concepts
A guide to service desk concepts
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2010
Excerpt: 
4
Available: Copies:
3. 
Cover image for A guide to customer service skills for the help desk professional
A guide to customer service skills for the help desk professional
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2005
Excerpt: 
skills -- ch. 3: Winning telephone skills -- ch. 4: Technical writing skills for support professionals
Available: Copies:
4. 
Cover image for A guide to help desk concepts
A guide to help desk concepts
by 
Knapp, Donna.
Format: 
Books
Publication Date 
2003
Excerpt: 
4
Available: Copies: