A Guide to Customer Service Skills for the Service Desk Professional

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Cengage Learning, Jul 19, 2012 - Computers - 400 pages
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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.
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Contents

Preface
Achieving High Customer Satisfaction
Developing Strong Listening and Communication Skills
Winning Telephone Skills
Technical Writing Skills for Support Professionals
Handling Difficult Customer Situations
Solving and Preventing Incidents and Problems
Business Skills for Technical Professionals
Teams and Team Players in a Service Desk Setting
Minimizing Stress and Avoiding Burnout
Service Desk Site Visit
Service Desk Resources
Glossary
Index
Copyright

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About the author (2012)

An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk.

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