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A Guide to Customer Service Skills for the Help Desk Professional, Second Edition
by Knapp,DonnaEdition:
2nd
ISBN13:
9780619216412
ISBN10:
0619216417
Format:
Paperback
Pub. Date:
11/12/2004
Publisher(s):
Cengage Learning
List Price: $109.66
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Related Products
A Guide to Customer Service Skills for the Help Desk Professional
A Guide to Customer Service Skills for the Service Desk Professional
Summary
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, a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts.
Table of Contents
| PREFACE | viii | ||||
| CHAPTER ONE Achieving High Customer Satisfaction | 1 | (48) | |||
|
2 | (24) | |||
|
2 | (3) | |||
|
5 | (3) | |||
|
8 | (2) | |||
|
10 | (13) | |||
|
23 | (3) | |||
|
26 | (10) | |||
|
29 | (4) | |||
|
33 | (1) | |||
|
34 | (2) | |||
|
36 | (2) | |||
|
38 | (1) | |||
|
39 | (3) | |||
|
42 | (2) | |||
|
44 | (1) | |||
|
44 | (2) | |||
|
46 | (3) | |||
| CHAPTER TWO Developing Strong Listening and Communication Skills | 49 | (34) | |||
|
50 | (12) | |||
|
51 | (6) | |||
|
57 | (1) | |||
|
57 | (3) | |||
|
60 | (2) | |||
|
62 | (14) | |||
|
62 | (11) | |||
|
73 | (2) | |||
|
75 | (1) | |||
|
76 | (1) | |||
|
77 | (1) | |||
|
77 | (2) | |||
|
79 | (1) | |||
|
79 | (2) | |||
|
81 | (2) | |||
| CHAPTER THREE Winning Telephone Skills | 83 | (38) | |||
|
84 | (23) | |||
|
84 | (7) | |||
|
91 | (11) | |||
|
102 | (5) | |||
|
107 | (5) | |||
|
108 | (1) | |||
|
109 | (1) | |||
|
110 | (2) | |||
|
112 | (1) | |||
|
113 | (1) | |||
|
114 | (1) | |||
|
115 | (2) | |||
|
117 | (1) | |||
|
117 | (2) | |||
|
119 | (2) | |||
| CHAPTER FOUR Technical Writing Skills for Support Professionals | 121 | (52) | |||
|
122 | (15) | |||
|
123 | (1) | |||
|
124 | (1) | |||
|
125 | (2) | |||
|
127 | (1) | |||
|
128 | (5) | |||
|
133 | (4) | |||
|
137 | (12) | |||
|
138 | (2) | |||
|
140 | (1) | |||
|
141 | (1) | |||
|
141 | (3) | |||
|
144 | (2) | |||
|
146 | (3) | |||
|
149 | (15) | |||
|
149 | (5) | |||
|
154 | (9) | |||
|
163 | (1) | |||
|
164 | (1) | |||
|
165 | (1) | |||
|
166 | (2) | |||
|
168 | (1) | |||
|
169 | (1) | |||
|
170 | (3) | |||
| CHAPTER FIVE Handling Difficult Customer Situations | 173 | (28) | |||
|
174 | (11) | |||
|
174 | (3) | |||
|
177 | (4) | |||
|
181 | (2) | |||
|
183 | (2) | |||
|
185 | (7) | |||
|
185 | (1) | |||
|
186 | (4) | |||
|
190 | (2) | |||
|
192 | (1) | |||
|
192 | (1) | |||
|
192 | (2) | |||
|
194 | (1) | |||
|
194 | (5) | |||
|
199 | (2) | |||
| CHAPTER SIX Solving and Preventing Problems | 201 | (36) | |||
|
202 | (17) | |||
|
202 | (4) | |||
|
206 | (2) | |||
|
208 | (9) | |||
|
217 | (1) | |||
|
218 | (1) | |||
|
219 | (10) | |||
|
220 | (1) | |||
|
221 | (4) | |||
|
225 | (4) | |||
|
229 | (1) | |||
|
230 | (1) | |||
|
231 | (1) | |||
|
232 | (1) | |||
|
233 | (1) | |||
|
234 | (1) | |||
|
235 | (2) | |||
| CHAPTER SEVEN Business Skills for Technical Professionals | 237 | (56) | |||
|
238 | (6) | |||
|
243 | (1) | |||
|
244 | (16) | |||
|
244 | (4) | |||
|
248 | (6) | |||
|
254 | (6) | |||
|
260 | (8) | |||
|
261 | (7) | |||
|
268 | (15) | |||
|
269 | (8) | |||
|
277 | (3) | |||
|
280 | (3) | |||
|
283 | (1) | |||
|
284 | (2) | |||
|
286 | (1) | |||
|
287 | (1) | |||
|
288 | (2) | |||
|
290 | (3) | |||
| CHAPTER EIGHT Teams and Team Players in a Help Desk Setting | 293 | (36) | |||
|
294 | (12) | |||
|
297 | (5) | |||
|
302 | (3) | |||
|
305 | (1) | |||
|
306 | (12) | |||
|
307 | (2) | |||
|
309 | (1) | |||
|
309 | (3) | |||
|
312 | (3) | |||
|
315 | (1) | |||
|
316 | (2) | |||
|
318 | (2) | |||
|
320 | (1) | |||
|
321 | (1) | |||
|
322 | (1) | |||
|
322 | (5) | |||
|
327 | (2) | |||
| CHAPTER NINE Minimizing Stress and Avoiding Burnout | 329 | (32) | |||
|
330 | (15) | |||
|
330 | (4) | |||
|
334 | (2) | |||
|
336 | (3) | |||
|
339 | (6) | |||
|
345 | (7) | |||
|
345 | (3) | |||
|
348 | (3) | |||
|
351 | (1) | |||
|
352 | (1) | |||
|
353 | (1) | |||
|
354 | (1) | |||
|
355 | (1) | |||
|
355 | (5) | |||
|
360 | (1) | |||
| APPENDIX | |||||
|
361 | (1) | |||
|
362 | (1) | |||
|
363 | (1) | |||
|
364 | (1) | |||
|
365 | (1) | |||
|
366 | (1) | |||
| GLOSSARY | 367 | (10) | |||
| INDEX | 377 |
