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A Guide to Customer Service Skills for the Service Desk Professional

paperback – May 7, 2014
by Knapp, Donna
$128.46 USD
$128.46 USD
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ISBN-13: 9781285063584 ISBN-10: 1285063589
Publisher
Cengage Learning
Binding
paperback
Published
May 7, 2014
Weight
1.5 lbs
Dimensions
22.90×1.90×18.40 cm

About this book

A Guide to Customer Service Skills for the Service Desk Professional by Knapp, Donna. paperback edition. ISBN: 9781285063584.

The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.