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

by Knapp,Donna

• ISBN13: 9780619216412
• ISBN10: 0619216417
• Edition: 2nd
• Format: Paperback
• Copyright: 2004-11-12
• Publisher: Cengage Learning

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