A Guide to Customer Service Skills for the Service Desk Professional
eBook - PDF

A Guide to Customer Service Skills for the Service Desk Professional

  1. English
  2. PDF
  3. Available on iOS & Android
eBook - PDF

A Guide to Customer Service Skills for the Service Desk Professional

About this book

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 effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL® vocabulary and concepts are reflected throughout the text. The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL thoroughly examines the changing role of the service desk professional. An experienced IT professional with a unique industry perspective, author Donna Knapp describes the business and technology trends that are shaping the direction of the service desk industry and the opportunities available to those pursuing a service desk career. New case studies and case projects provide on-the-job practice, while updated chapters highlight the key transition from reactive to a more strategic, proactive service desk. The text explores how technology trends like cloud computing, virtualization, mobile technology, and bring-your-own-device are impacting the service desk, and new material examines the use of social media and collaboration technologies in a service desk setting.

Frequently asked questions

Yes, you can cancel anytime from the Subscription tab in your account settings on the Perlego website. Your subscription will stay active until the end of your current billing period. Learn how to cancel your subscription.
No, books cannot be downloaded as external files, such as PDFs, for use outside of Perlego. However, you can download books within the Perlego app for offline reading on mobile or tablet. Learn more here.
Perlego offers two plans: Essential and Complete
  • Essential is ideal for learners and professionals who enjoy exploring a wide range of subjects. Access the Essential Library with 800,000+ trusted titles and best-sellers across business, personal growth, and the humanities. Includes unlimited reading time and Standard Read Aloud voice.
  • Complete: Perfect for advanced learners and researchers needing full, unrestricted access. Unlock 1.4M+ books across hundreds of subjects, including academic and specialized titles. The Complete Plan also includes advanced features like Premium Read Aloud and Research Assistant.
Both plans are available with monthly, semester, or annual billing cycles.
We are an online textbook subscription service, where you can get access to an entire online library for less than the price of a single book per month. With over 1 million books across 1000+ topics, we’ve got you covered! Learn more here.
Look out for the read-aloud symbol on your next book to see if you can listen to it. The read-aloud tool reads text aloud for you, highlighting the text as it is being read. You can pause it, speed it up and slow it down. Learn more here.
Yes! You can use the Perlego app on both iOS or Android devices to read anytime, anywhere — even offline. Perfect for commutes or when you’re on the go.
Please note we cannot support devices running on iOS 13 and Android 7 or earlier. Learn more about using the app.
Yes, you can access A Guide to Customer Service Skills for the Service Desk Professional by Donna Knapp in PDF and/or ePUB format, as well as other popular books in Ciencia de la computación & Gestión de la información. We have over one million books available in our catalogue for you to explore.

Table of contents

  1. Brief Contents
  2. Contents
  3. Preface
  4. Ch 1: Achieving High Customer Satisfaction
  5. Ch 2: Developing Strong Listening and Communication Skills
  6. Ch 3: Winning Telephone Skills
  7. Ch 4: Technical Writing Skills for Support Professionals
  8. Ch 5: Handling Difficult Customer Situations
  9. Ch 6: Solving and Preventing Incidents and Problems
  10. Ch 7: Business Skills for Technical Professionals
  11. Ch 8: Teams and Team Players in a Service Desk Setting
  12. Ch 9: Minimizing Stress and Avoiding Burnout
  13. Capstone Project: Service Desk Site Visit
  14. Appendix A: Service Desk Resources
  15. Glossary
  16. Index