Knapp, Donna. <br/><br/>
A guide to customer service skills for the help desk professional / 
Donna Knapp. 
 - Cambridge, MA :  Course Technology,  c1999. 
 - xvi, 288 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 268-270) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0760072620 9780760072622 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer industry--Customer services.<br/>Computer service industry--Vocational guidance.<br/>Computer technical support--Customer services--Handbooks, manuals, etc.
<br/><br/><label>Dewey Class. No.: </label>004.0688 KNA