rent-now

Rent More, Save More! Use code: ECRENTAL

5% off 1 book, 7% off 2 books, 10% off 3+ books

9781742441306

Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service Desk

by ;
  • ISBN13:

    9781742441306

  • ISBN10:

    1742441300

  • Format: Paperback
  • Copyright: 2009-07-30
  • Publisher: Lightning Source Inc

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Purchase Benefits

List Price: $49.95 Save up to $16.24
  • Rent Book $33.71
    Add to Cart Free Shipping Icon Free Shipping

    TERM
    PRICE
    DUE
    IN STOCK USUALLY SHIPS IN 24 HOURS
    *This item is part of an exclusive publisher rental program and requires an additional convenience fee. This fee will be reflected in the shopping cart.

How To: Textbook Rental

Looking to rent a book? Rent Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service Desk [ISBN: 9781742441306] for the semester, quarter, and short term or search our site for other textbooks by Menken, Ivanka; Blokdijk, Gerard. Renting a textbook can save you up to 90% from the cost of buying.

Summary

The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement." This book delivers everything for Support staff who want to develop a knowledge and understanding of help desk and support center operations: * How to assess customer business needs and exceed customer expectations * Critical processes and procedures to resolve incidents quickly and consistently * Numerous Support Center Blueprints, templates and checklists * Processes and procedures for Incident, Problem and Service Level Management * Ways to create win-win interactions with customers, management, and team members * An awareness of ITIL® processes

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program