A Guide to Customer Service Skills for the Help Desk Professional
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Language: English
Published by Course Technology, 1999
- Softcover
- Used
Softcover
Condition: Used - Fair
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Seller Inventory # S_415766893
- Title
- A Guide to Customer Service Skills for the Help Desk Professional
- Author
- Knapp, Donna
- Publisher
- Course Technology
- Publication year
- 1999
- Condition
- Acceptable
- Binding
- paperback
- Language
- English
- ISBN 10
- 0760072620
- ISBN 13
- 9780760072622
This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk.
"Synopsis" may belong to another edition of this title.
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 the title" may belong to another edition of this title.
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