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.
- 451 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
A Guide to Customer Service Skills for the Service Desk Professional
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Table of contents
- Brief Contents
- Contents
- Preface
- Ch 1: Achieving High Customer Satisfaction
- Ch 2: Developing Strong Listening and Communication Skills
- Ch 3: Winning Telephone Skills
- Ch 4: Technical Writing Skills for Support Professionals
- Ch 5: Handling Difficult Customer Situations
- Ch 6: Solving and Preventing Incidents and Problems
- Ch 7: Business Skills for Technical Professionals
- Ch 8: Teams and Team Players in a Service Desk Setting
- Ch 9: Minimizing Stress and Avoiding Burnout
- Capstone Project: Service Desk Site Visit
- Appendix A: Service Desk Resources
- Glossary
- Index
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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 Computer Science & Information Management. We have over 1.5 million books available in our catalogue for you to explore.