A Guide to Customer Service Skills for the Help Desk Professional

Donna Knapp - Collection Course Technology

384 pages, parution le 28/12/2004 (2^eme édition)

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Résumé

In the demanding world of help desk analysis, it is no longer enough to only possess a solid technical background. Today's help desk analyst must also master "soft" and self-management skills. With A Guide to Customer Service Skills for the Help Desk Professional, Second Edition users will gain all the skills needed to deliver excellent customer support at the help desk, including active listening, effective communication, problem-solving, handling difficult customer situations, stress-management, team building, and more! Completely revised to reflect updated research and new trends in the help desk industry, Donna Knapp provides a "how-to" approach to delivering quality technical customer support. By utilizing new and updated real-world case studies, students are given ample opportunity to practice these crucial skills and assimilate them into their every day professional lives, helping to maintain job satisfaction in today's competitive business environment.

Features

Includes a new chapter (7) introducing technical professionals to business topics, such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment.
Provides help desk students with a "how-to" approach to delivering excellent customer support using "soft" skills.
Implements real-world case studies and exercises, which provide meaningful scenarios for readers to practice skills as they are learned.
Offers useful tips that enable students to achieve job satisfaction and avoid frustration and burnout.

L'auteur - Donna Knapp

Donna Knapp is an independent consultant with over 20 years of experience in the Information Technology industry, 14 of which were dedicated to providing help-desk-related consulting and training services. She is also the author of A Guide to Help Desk Concepts and Course Director for the successful seminar, "Building and Managing a World Class Help Desk."

Sommaire

Preface
Achieving High Customer Satisfaction
Developing Strong Listening and Communication Skills
Winning Telephone Skills
Technical Writing Skills for Support Professionals
Handling Difficult Customer Situations
Solving and Preventing Problems
Business Skills for Technical Professionals
Teams and Team Players in a Help Desk Setting
Minimizing Stress and Avoiding Burnout
Appendix
Glossary
Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Thomson
Auteur(s)	Donna Knapp
Collection	Course Technology
Parution	28/12/2004
Édition	2^eme édition
Nb. de pages	384
Format	19 x 23,5
Couverture	Broché
Poids	663g
Intérieur	Noir et Blanc
EAN13	9780619216412
ISBN13	978-0-619-21641-2