A Guide to Customer Service Skills for the Help Desk Professional, Second Edition

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9780619216412: A Guide to Customer Service Skills for the Help Desk Professional, Second Edition
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This text has been completely revised to focus on new business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment. With less of a focus on technology and more of a focus on "soft" and self-management skills, this book will help students succeed as help desk professionals. The chapters on customer satisfaction and listening techniques can be used as quick reference in the work environment, outside of the classroom. Each chapter explores, in detail, a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts.

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About the Author:

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."

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