Introduction to help desk concepts and skills

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Title:

Author:

Sanderson, Susan M.

ISBN:

9780078216770

9780072231595

9780072231601

Personal Author:

Sanderson, Susan M.

Publication Information:

Physical Description:

xxii, 360 pages : illustrations ; 28 cm + 1 CD-ROM (4 3/4 in.).

Series:

Mike Meyers' computer skills

Mike Meyers' computer skills.

General Note:

Accompanying CD-ROM contains the MS Access version of HelpSTAR.

Includes index.

Subject Term:

Computer technical support.

Computer industry -- Customer services -- Management.

Copies:

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Searching... 1:VCPT	1:REC-BOOK	000064244	004.068 SAN	1	Searching... Unknown
Searching... 1:VCPT	1:GEN-BOOK	000064243	004.068 SAN	2	Searching... Unknown
Searching... 1:VCSD	1:REC-BOOK	000052392	004.068 SAN	1	Searching... Unknown
Searching... 1:VCSD	1:REC-BOOK	000052391	004.068 SAN	2	Searching... Unknown
Searching... 1:VCWF	1:GEN-BOOK	000029418	0004.068 SAN	1	Searching... Unknown

Designed to teach students: the importance and benefits of measuring the delivery of customer support; how to create positive interactions with customers; how to identify customer needs; how to meet customer expectations; how to deal effectively with a variety of customer situations; how to work with unrealistic or angry customers; and more.

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