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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk), by Donna Knapp
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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.
Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
- Sales Rank: #1381076 in eBooks
- Published on: 2010-03-15
- Released on: 2010-03-15
- Format: Kindle eBook
Review
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.
About the Author
An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."
Most helpful customer reviews
2 of 2 people found the following review helpful.
Just the Basics Nothing Special
By Riley
This was a required book for my class and ended up being about $35 cheaper then through the college. The book goes over the basics and for the most part, if you have good common sense you wont really need to read the chapter to answer the questions. Over all its a book that has questions in it, and in my opinion a waste of money for me...
1 of 1 people found the following review helpful.
i was forced to read this
By Robinsonswife
I didn't enjoy this book at all. I haven't met a book I didn't like in all of my life, but this one just took all of my life force and pulled it out of me. The experience was painful.
If you are a professor don't subject your students to torture. Choose something else.
Sorry Mrs.Knapp, I hope you never find out that I despise your book. It's not personal.
0 of 0 people found the following review helpful.
Book is fine. I needed it for a college class
By Jeff M.
Book is fine. I needed it for a college class. It's kinda basic knowledge and concepts, but I didn't have any input as to what book was chosen for the class. It's not one I'll add to my library, but it fits the need for a CS class.
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