A Guide to Customer Service Skills for the Service Desk Professional

Knapp, Donna

ISBN 10: 1285063589 / ISBN 13: 9781285063584

Published by Cengage Learning, 2014

About this Item

Fast Free Shipping â Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy.

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Bibliographic Details

• Title: A Guide to Customer Service Skills for the Service Desk Professional
• Publisher: Cengage Learning
• Publication Date: 2014
• Language: English
• ISBN 10: 1285063589
• ISBN 13: 9781285063584
• Binding: Soft cover
• Edition: 4th Edition
• Condition: very_good

About this title

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.

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.”