A guide to customer service skills for the help desk professional
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
What people are saying - Write a review
We haven't found any reviews in the usual places.
Other editions - View all
A Guide to Customer Service Skills for the Service Desk Professional
Limited preview - 2010
ability answer automatic call distributor benefits business skills caller carpal tunnel syndrome chapter communicate companies company's cost coworkers customer expectations customer know customer satisfaction customer service customer support customer's deliver desk setting desk's determine develop difficult customer situations discussed document e-mail e-mail messages employees enable ensure example FAQs feedback feel Figure goals handle hardware help desk analysts Help Desk Institute help desk management identify important improve incident tracking instant messaging interact knowledge base knowledge management system let the customer metrics monitor offshore outsourcing outsourcing performance person positive positive self-talk problem management system project management questions repetitive stress injuries resolved response root cause analysis service provider solution solve stress stressors support groups support services team leader team members team player teammates technical professionals technical support techniques telephone number ticket tracking and problem trend understand