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A Guide to Customer Service Skills for the Help Desk Professional, Second Edition,9780619216412
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A Guide to Customer Service Skills for the Help Desk Professional, Second Edition

by
Edition:
2nd
ISBN13:

9780619216412

ISBN10:
0619216417
Format:
Paperback
Pub. Date:
11/12/2004
Publisher(s):
Cengage Learning

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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)
Delivering Quality Technical Customer Support
2(24)
Customer Support and the Help Desk Role
2(3)
Components of a Successful Help Desk
5(3)
Benefits of Quality Customer Support
8(2)
Trends Influencing the Help Desk
10(13)
The Help Desk Analyst's Role in the Service Delivery Chain
23(3)
Influencing Customer Perception
26(10)
Understanding Customer Needs and Managing Expectations
29(4)
Demonstrating a Positive Can Do Attitude
33(1)
Going the Extra Mile
34(2)
Developing the Right Mix of Skills
36(2)
Chapter Summary
38(1)
Key Terms
39(3)
Review Questions
42(2)
Discussion Questions
44(1)
Hands-on Projects
44(2)
Case Projects
46(3)
CHAPTER TWO Developing Strong Listening and Communication Skills 49(34)
The Power of Active Listening
50(12)
Being an Active Listener
51(6)
The Benefits of Active Listening
57(1)
Avoiding Distractions That Prevent Good Listening
57(3)
Knowing What to Listen For
60(2)
Communicating with Customers
62(14)
Building Rapport and Trust with Customers
62(11)
Identifying and Understanding Customer Communication Styles
73(2)
Speaking the Customer's Language
75(1)
Chapter Summary
76(1)
Key Terms
77(1)
Review Questions
77(2)
Discussion Questions
79(1)
Hands-on Projects
79(2)
Case Projects
81(2)
CHAPTER THREE Winning Telephone Skills 83(38)
Creating a Positive Telephone Image
84(23)
Understanding the Power of the Telephone
84(7)
Handling Calls Professionally from Start to Finish
91(11)
Avoiding the Most Common Telephone Mistakes
102(5)
Fine-Tuning Your Telephone Skills
107(5)
Self-Study
108(1)
Monitoring
109(1)
Customer Satisfaction Surveys
110(2)
Letting Your Caring Attitude Shine Through
112(1)
Chapter Summary
113(1)
Key Terms
114(1)
Review Questions
115(2)
Discussion Questions
117(1)
Hands-on Projects
117(2)
Case Projects
119(2)
CHAPTER FOUR Technical Writing Skills for Support Professionals 121(52)
Technology-Delivered Support
122(15)
The Help Desk Analyst's Role in a Technology-Centric World
123(1)
Enabling Customer Self-Service
124(1)
Customer Support Via the Internet
125(2)
Using E-Mail Effectively to Communicate with Customers
127(1)
Using Online Chat and Instant Messaging to Facilitate Communication
128(5)
Using and Creating Knowledge Bases
133(4)
Writing Help Desk Documents
137(12)
Trouble Tickets
138(2)
E-Mail Messages
140(1)
FAQs
141(1)
Knowledge Base Solutions
141(3)
Reports
144(2)
Policies and Procedures
146(3)
Improving Your Writing Skills
149(15)
Technical Writing Best Practices
149(5)
E-Mail Best Practices
154(9)
Writing for a Global Audience
163(1)
Chapter Summary
164(1)
Key Terms
165(1)
Review Questions
166(2)
Discussion Questions
168(1)
Hands-on Projects
169(1)
Case Projects
170(3)
CHAPTER FIVE Handling Difficult Customer Situations 173(28)
Handling Upset, Angry, and Demanding Customers
174(11)
Understanding Customer Behavior
174(3)
Winning Over Difficult Customers
177(4)
Calming Irate Customers
181(2)
Repairing a Damaged Customer Relationship
183(2)
Keeping Yourself In Control
185(7)
Learning to Respond, Not React
185(1)
Staying Calm Under Pressure
186(4)
Getting Ready for Your Next Contact
190(2)
Chapter Summary
192(1)
Key Terms
192(1)
Review Questions
192(2)
Discussion Questions
194(1)
Hands-on Projects
194(5)
Case Projects
199(2)
CHAPTER SIX Solving and Preventing Problems 201(36)
How to Solve Problems Methodically
202(17)
The Problem Management Process
202(4)
Step 1. Gather All Available Data and Create Information
206(2)
Step 2. Diagnose the Problem
208(9)
Step 3. Develop a Course of Action
217(1)
Knowing When to Engage Additional Resources
218(1)
Taking Ownership
219(10)
Problem Owner Responsibilities
220(1)
Providing Status Updates to Customers and Management
221(4)
Building Good Relationships with Other Support Groups
225(4)
Focusing on Prevention
229(1)
Chapter Summary
230(1)
Key Terms
231(1)
Review Questions
232(1)
Discussion Questions
233(1)
Hands-on Projects
234(1)
Case Projects
235(2)
CHAPTER SEVEN Business Skills for Technical Professionals 237(56)
Acquiring and Using Business Skills in the Workplace
238(6)
Understanding and Speaking the Language of Business
243(1)
Using Business Skills to Identify and Justify Improvement Opportunities
244(16)
Using Data to Identify and Quantify Improvement Opportunities
244(4)
Performing Trend and Root Cause Analysis
248(6)
Communicating the Financial Benefits of Improvements
254(6)
Using Presentations to Communicate
260(8)
Designing and Making Presentations
261(7)
Advanced Business Skills for Technical Professionals
268(15)
Managing Projects
269(8)
Conducting a Cost Benefit Analysis
277(3)
Calculating Return on Investment
280(3)
Chapter Summary
283(1)
Key Terms
284(2)
Review Questions
286(1)
Discussion Questions
287(1)
Hands-on Projects
288(2)
Case Projects
290(3)
CHAPTER EIGHT Teams and Team Players in a Help Desk Setting 293(36)
Working as a Team
294(12)
Characteristics of a Successful Team
297(5)
Building a Solid Team
302(3)
Managing Conflict in a Team Setting
305(1)
Being a Team Player
306(12)
Understanding Your Role in the Help Desk
307(2)
Understanding an Analyst's Role in the Company's Support Organization
309(1)
Contributing to Team Goals
309(3)
Communicating Effectively in a Team Setting
312(3)
What to Do When You Are New to a Team
315(1)
Developing Positive Working Relationships with Teammates
316(2)
Chapter Summary
318(2)
Key Terms
320(1)
Review Questions
321(1)
Discussion Questions
322(1)
Hands-on Projects
322(5)
Case Projects
327(2)
CHAPTER NINE Minimizing Stress and Avoiding Burnout 329(32)
Reducing the Negative Effects of Stress
330(15)
Determining the Causes of Stress
330(4)
Developing Effective Coping Mechanisms
334(2)
Learning to Master Change
336(3)
Getting and Staying Mentally and Physically Fit
339(6)
Managing Your Time
345(7)
Getting and Staying Organized
345(3)
Coping with Deadlines
348(3)
Understanding the Time/Stress Connection
351(1)
Chapter Summary
352(1)
Key Terms
353(1)
Review Questions
354(1)
Discussion Questions
355(1)
Hands-on Projects
355(5)
Case Projects
360(1)
APPENDIX
Help Desk Resources
361(1)
Books
362(1)
Certification Programs
363(1)
Self-Study Programs (Audio Tapes, Books, CDs, Video Tapes, etc.)
364(1)
Magazines & Newsletters
365(1)
Membership Organizations
366(1)
GLOSSARY 367(10)
INDEX 377


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