Used Good Condition. Clean. Pages like new. Creases to cover. Normal Shelf wear. 2nd Ed Quantity Available: 1. Shipped Weight: Under 1 kilo. Category: Business, Finance & Marketing; Communications & Media. ISBN: 0619216417. ISBN/EAN: 9780619216412. Pictures of this item not already displayed here available upon request. Inventory No: 1561012140.

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Bibliographic Details

Title

A Guide To Customer Service Skills For The Help Desk Professional 2nd Ed

Publisher

Course Technology

Publication Date

2004

Language

English

ISBN 10

0619216417

ISBN 13

9780619216412

Binding

Softcover

Edition

Second Edition.

Condition

Good

Seller catalogs

Business, Finance & Marketing

About this title

Synopsis

This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.

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."

"About this title" may belong to another edition of this title.

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