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Help Desk Ser.: A Guide to Customer Service Skills for the Service Desk... - Picture 1 of 1
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Help Desk Ser.: A Guide to Customer Service Skills for the Service Desk...

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eBay item number:116159234315

Item specifics

Condition
Good: A book that has been read but is in good condition. Very minimal damage to the cover including ...
ISBN
9780538748537
Subject Area
Computers, Business & Economics
Publication Name
Guide to Customer Service Skills for the Service Desk Professional
Publisher
Course Technology
Item Length
9.3 in
Subject
Management Information Systems, Customer Relations, Information Management, Information Technology
Publication Year
2010
Series
Help Desk Ser.
Type
Textbook
Format
Trade Paperback
Language
English
Item Height
0.7 in
Author
Donna Knapp
Item Weight
26.1 Oz
Item Width
7.4 in
Number of Pages
400 Pages

About this product

Product Information

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.

Product Identifiers

Publisher
Course Technology
ISBN-10
0538748532
ISBN-13
9780538748537
eBay Product ID (ePID)
77438191

Product Key Features

Number of Pages
400 Pages
Language
English
Publication Name
Guide to Customer Service Skills for the Service Desk Professional
Publication Year
2010
Subject
Management Information Systems, Customer Relations, Information Management, Information Technology
Type
Textbook
Subject Area
Computers, Business & Economics
Author
Donna Knapp
Series
Help Desk Ser.
Format
Trade Paperback

Dimensions

Item Height
0.7 in
Item Weight
26.1 Oz
Item Length
9.3 in
Item Width
7.4 in

Additional Product Features

Edition Number
3
Dewey Edition
22
Reviews
1. Achieving High Customer Satisfaction.2. Developing Strong Listening and Communication Skills.3. Winning Telephone Skills.4. Technical Writing Skills for Support Professionals.5. Handling Difficult Customer Situations.6. Solving and Preventing Problems.7. Business Skills for Technical Professionals.8. Teams and Team Players in a Help Desk Setting.9. Minimizing Stress and Avoiding Burnout.Appendix: Help Desk Resources.Glossary.Index.
Target Audience
College Audience
Illustrated
Yes
Dewey Decimal
004.0688
Lc Classification Number
Qa76.9.T43
Table of Content
1. Achieving High Customer Satisfaction.2. Developing Strong Listening and Communication Skills.3. Winning Telephone Skills.4. Technical Writing Skills for Support Professionals.5. Handling Difficult Customer Situations.6. Solving and Preventing Problems.7. Business Skills for Technical Professionals.8. Teams and Team Players in a Help Desk Setting.9. Minimizing Stress and Avoiding Burnout.Appendix: Help Desk Resources.Glossary.Index.
Copyright Date
2011

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