A guide to customer service skills for the service desk professional

• Main Author: Knapp, Donna (Author)
• Format: Book
• Language: English
• Published: Boston, Massachusetts Cengage Learning 2015
• Edition: Fourth Edition
• Subjects: Computer industry > Customer services; Computer service industry > Vocational guidance; Computer technical support > Handbooks, manuals, etc. > Customer services
• Online Access: Click Here to View Status and Holdings.
• Physical Description: xvii, 430 pages 24 cm
• Bibliography: Includes bibliographical references (page [389]-393) and index
• ISBN: 9781285063584; 1285063589

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. 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