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A Guide to Customer Service Skills for the Service Desk Professional,9780538748537
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A Guide to Customer Service Skills for the Service Desk Professional

by
Edition:
3rd
ISBN13:

9780538748537

ISBN10:
0538748532
Format:
Paperback
Pub. Date:
3/15/2010
Publisher(s):
Cengage Learning
List Price: $140.33

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This is the 3rd edition with a publication date of 3/15/2010.
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Summary

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.

Table of Contents

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 Problems
Business Skills for Technical Professionals
Teams and Team Players in a Help Desk Setting
Minimizing Stress and Avoiding Burnout
Appendix: Help Desk Resources
Glossary
Index
Table of Contents provided by Publisher. All Rights Reserved.


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