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Guide to Customer Service Skills for the Service Desk Professional

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ISBN-10: 0538748532

ISBN-13: 9780538748537

Edition: 3rd 2011

Authors: Donna Knapp

List price: $149.95
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Book details

List price: $149.95
Edition: 3rd
Copyright year: 2011
Publisher: Course Technology
Publication date: 3/15/2010
Binding: Paperback
Pages: 400
Size: 7.25" wide x 9.00" long x 0.75" tall
Weight: 1.694
Language: English

An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."

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
Glossary
Index