A Guide to Customer Service Skills for the Help Desk Professional

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  • Format: Paperback
  • Copyright: 1999-11-16
  • Publisher: Cengage Learning
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This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

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
Table of Contents provided by Publisher. All Rights Reserved.

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