A guide to customer service skills for the help desk professional

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Thomson Course Technology, Nov 1, 2004 - Business & Economics - 384 pages
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This text has been completely revised to focus on new business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment. With less of a focus on technology and more of a focus on "soft" and self-management skills, this book will help students succeed as help desk professionals. The chapters on customer satisfaction and listening techniques can be used as quick reference in the work environment, outside of the classroom. Each chapter explores, in detail

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About the author (2004)

Donna Knapp has over twenty five years experience in the Information Technology industry and is a recognized expert in the areas of Service Desk and IT Service Management. Donna is currently working with ITSM Academy and serves as its Curriculum Development Manager. She holds the ITIL Service Manager and ITIL Expert certifications and sits on the ITIL V3 International Examination Panel. She also holds the ISO/IEC 20000 Consultants certification and is a Certified Process Design Engineer (CPDE) . Donna is the author of two college textbooks, A Guide to Service Desk Concepts and A Guide to Customer Service Skills for the Service Desk Professional, and has authored several successful seminars including Achieving High Customer Satisfaction: Customer Service Skills for Service Desk Professionals.

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