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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) by Donna Knapp 0538748532 9780538748537
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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) by Donna Knapp

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.

Author: Donna Knapp

Language: English

Edition: 3

Binding: Paperback

Pages: 400

Publisher: Cengage Learning

Publication Date: 2010-03-15

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ISBN: 0538748532


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Donna Knapp (Edition: 3) Paperback

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