Last edited by Zunris
Wednesday, August 5, 2020 | History

2 edition of Guide to Customer Service Skills for the Help Desk Professional found in the catalog.

Guide to Customer Service Skills for the Help Desk Professional

Donna Knapp

Guide to Customer Service Skills for the Help Desk Professional

by Donna Knapp

  • 92 Want to read
  • 12 Currently reading

Published by Tandem Library .
Written in English

    Subjects:
  • Business & Economics,
  • Customer Service,
  • Management Information Systems,
  • Business / Economics / Finance

  • The Physical Object
    FormatHardcover
    ID Numbers
    Open LibraryOL9536246M
    ISBN 100613916492
    ISBN 109780613916493

    A Guide to Customer Service Skills for the Help Desk Professional by Donna Knapp and a great selection of related books, art and collectibles available now at - A Guide to Customer Service Skills for the Help Desk Professional, Second Edition by Knapp, Donna - . The Fourth 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.

    A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, 4TH EDITION teaches technical professionals the skills and work habits to interact successfully with customers and achieve job satisfaction. Readers focus on techniques for mastering business skills, soft skills, and self-management skills. Customer service as a specialty is coming into its own, offering companies a competitive advantage that’s difficult to copy. With the evolution of the role comes the need for a growing set of skills. A talented customer service professional is leagues beyond the stereotypical call center employee of old, and the gap will only get wider.

    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, . About this Item: Cengage Learning, Inc, United States, Paperback. Condition: New. 4th edition. Language: English. Brand new Book. The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional.


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Guide to Customer Service Skills for the Help Desk Professional by Donna Knapp Download PDF EPUB FB2

A Guide to Customer Service Skills for the Service Desk Professional - Kindle edition by Knapp, Donna. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading A Guide to Customer Service Skills for the Service Desk Professional/5(25).

The Fourth 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/5(17).

A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) - Kindle edition by Knapp, Donna. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)/5(15).

This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk.

It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and.

This text has been completely revised to focus on new business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment. With less of a focus on technology and more of a focus on "soft" and self-management skills, this book will help students succeed as help desk professionals.

The chapters on customer satisfaction and listening techniques. This book addresses the essence of support - people skills. State-of-the-art tools and technology, and the most efficient processes ever devised will not guarantee a successful help desk or technical support organization if the human interaction techniques provided in this book are not used.5/5.

FREE PDF A Guide to Customer Service Skills for the Service Desk Professional Help Desk FREE BOOOK ONLINE. A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction.

Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver. 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. A Guide to Customer Service Skills for Help Desk Professional, Third Edition April   READ FREE Ebooks A Guide to Customer Service Skills for the Service Desk Professional Help Desk Full EBook.

Find helpful customer reviews and review ratings for A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) at Read.

FREE PDF A Guide to Customer Service Skills for the Service Desk Professional Help Desk FREE BOOOK ONLINE. Ashtonfranklin. READ book A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) elihardin. READbookA Guide to Customer Service Skills for the Service Desk Professional (Help Desk)FREEBOOOKONLINE.

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From the explanation over, it is clear that you need to read this book A Guide To Customer Service Skills For The Service Desk Professional (Help Desk), By Donna Knapp We provide the online e-book qualified A Guide To Customer Service Skills For The Service Desk Professional (Help Desk. Please answer the following questions from this book, Thanks so much.

A Guide to Customer Service Skills for the Service Desk Professional, 4e. Author: Donna Knapp. ISBN: Chapter 7 review questions. Chapter 7 review questions. 21) What are three benefits of having a clearly stated objective when designing and making presentations.

A Guide to Customer Service Skills for the Help Desk Professional book. Read reviews from world’s largest community for readers. This text has been compl 3/5(9). This book addresses the essence of support - people skills. State-of-the-art tools and technology, and the most efficient processes ever devised will not guarantee a successful help desk or technical support organization if the human interaction techniques provided in this book are not used/5(2).

A Guide to Customer Service Skills, is a clear, concise, well-written book, which contains lots of chapter-end projects and questions, as well as practical tips and interviews with people working as Help Desk s: 2. Get this from a library. A guide to customer service skills for the help desk professional.

[Donna Knapp] -- 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. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, The Role of the Help Desk Professional xii Effective Help Desk Specialist Skills Understanding Service Level Agreements.

A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) by Donna Knapp and a great selection of related books, art and collectibles available now at Designed as a text book, A Guide to Customer Service Skills for the Help Desk Professional is logically organized and presents material in an order and amount perfect for managers or supervisors looking to teach their help desk staff about more effective communication techniques.

In this book.The (IT support) times they are a changin ’, and IT service desks have already reacted not only in how they operate but also in how they recruit and train their staff.

The average service desk, if there is such a thing in reality, is now focused on recruiting people with service desk skills like customer service, communication, and problem-solving skills – rather than previous support.