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A Guide to Customer Service Skills for the Service Desk Professional by Knapp
US $18.95
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Condition:
Very Good
A book that has been read but is in excellent condition. No obvious damage to the cover, with the dust jacket included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear.
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eBay item number:286572039139
Item specifics
- Condition
- Publication Date
- 2014-05-07
- Book Title
- A Guide to Customer Service Skills for the Service Desk Professio
- Edition Number
- 4
- ISBN
- 9781285063584
About this product
Product Identifiers
Publisher
Cengage Learning
ISBN-10
1285063589
ISBN-13
9781285063584
eBay Product ID (ePID)
173789795
Product Key Features
Number of Pages
544 Pages
Publication Name
Guide to Customer Service Skills for the Service Desk Professional
Language
English
Subject
Management Information Systems, Customer Relations, Information Management, Information Technology
Publication Year
2014
Features
Revised
Type
Textbook
Subject Area
Computers, Business & Economics
Format
Trade Paperback
Dimensions
Item Height
8.9 in
Item Weight
23.2 Oz
Item Length
0.8 in
Item Width
7.2 in
Additional Product Features
Edition Number
4
Intended Audience
College Audience
Dewey Edition
22
TitleLeading
A
Illustrated
Yes
Dewey Decimal
004.0688
Table Of Content
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 Incidents and Problems.7. Business Skills for Technical Professionals.8. Teams and Team Players in a Service Desk Setting.9. Minimizing Stress and Avoiding Burnout.Capstone Project: Service Desk Site Visit.Appendix A: Service Desk Resources.Glossary.
Edition Description
Revised edition
Synopsis
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.
LC Classification Number
QA76.9.T43
Item description from the seller
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