A guide to customer service skills for the help desk professional / Donna Knapp.
Material type:
TextPublication details: Cambridge, MA : Course Technology, c1999.Description: xvi, 288 p. : ill. ; 24 cmISBN: - 0760072620
- 9780760072622
- 004.0688 KNA
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|
| Standard Loan | Moylish Library Main Collection | 004.0688 KNA (Browse shelf(Opens below)) | 1 | Available | 39002100500694 | ||
| Standard Loan | Thurles Library Main Collection | 004.068 KNA (Browse shelf(Opens below)) | Available | R09456KRCT |
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| 004.0688 ITIL ITIL lifecycle suite / | 004.0688 ITIL ITIL lifecycle suite / | 004.0688 ITIL ITIL lifecycle suite / | 004.0688 KNA A guide to customer service skills for the help desk professional / | 004.0688 TAR IT services : costs, metrics, benchmarking, and marketing / | 004.0688 WIL Help! : the art of computer technical support / | 004.09 ORE A brief history of computing / |
Enhanced descriptions from Syndetics:
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. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.
Includes bibliographical references (p. 268-270) and index.
Ch. 1. Achieving High Customer Satisfaction -- Ch. 2. Developing Strong Listening and Communication Skills -- Ch. 3. Winning Telephone Skills -- Ch. 4. Technical Writing Skills for Support Professionals -- Ch. 5. Handling Difficult Customer Situations -- Ch. 6. Solving and Preventing Problems -- Ch. 7. Teams and Team Players in a Help Desk Setting -- Ch. 8. Minimizing Stress and Avoiding Burnout.
Table of contents provided by Syndetics
- 1 Achieving High Customer Satisfaction
- 2 Developing Strong Listening and Communication Skills
- 3 Winning Telephone Skills
- 4 Technical Writing Skills for Support Professionals
- 5 Handling Difficult Customer Situations
- 6 Solving and Preventing Problems
- 7 Business Skills for Technical Professionals
- 8 Teams and Team Players in a Help Desk Setting
- 9 Minimizing Stress and Avoiding Burnout
- Appendix: Help Desk Resources