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A Guide to Customer Service Skills for the Service Desk Professional by Knapp

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US $197.67
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eBay item number:363501944085
Last updated on 22 Jul, 2025 01:48:16 BSTView all revisionsView all revisions

Item specifics

Condition
New: A new, unread, unused book in perfect condition with no missing or damaged pages. See the ...
Book Title
A Guide to Customer Service Skills for the Service Desk Professio
Publication Date
2014-05-07
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
Language
English
Publication Name
Guide to Customer Service Skills for the Service Desk Professional
Publication Year
2014
Subject
Management Information Systems, Customer Relations, Information Management, Information Technology
Features
Revised
Type
Textbook
Subject Area
Computers, Business & Economics
Author
Donna Knapp
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
TitleLeading
A
Dewey Edition
22
Illustrated
Yes
Dewey Decimal
004.0688
Edition Description
Revised edition
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.
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

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