A Guide to Customer Service Skills for the Service Desk Professional PDF Download

Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9780538748537
Category : Computers
Languages : en
Pages : 400

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Book Description
The Third 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. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Author: Donna Knapp
Publisher: Turtleback
ISBN: 9780613916493
Category :
Languages : en
Pages :

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Book Description
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. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9781285063584
Category : Computers
Languages : en
Pages : 544

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Book Description
A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Author: Donna Knapp
Publisher: Course Technology
ISBN:
Category : Business & Economics
Languages : en
Pages : 408

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Book Description
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.

Author: Robert W. Lucas
Publisher:
ISBN: 9780071277501
Category : Customer services
Languages : en
Pages : 544

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Book Description
"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

Author: Noel Bruton
Publisher: Routledge
ISBN: 0750649011
Category : Business & Economics
Languages : en
Pages : 374

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Book Description
The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.

Author: Gerard Assey
Publisher: Gerard Assey
ISBN:
Category : Business & Economics
Languages : en
Pages : 133

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Book Description
‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author

Author: Don R. Crawley
Publisher: Soundtraining Net
ISBN: 9780983660705
Category : Computer industry
Languages : en
Pages : 164

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Book Description
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9780324785067
Category : Computers
Languages : en
Pages : 368

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Book Description
A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Author: Daryl Drew
Publisher: Lulu.com
ISBN: 0557702097
Category : Business & Economics
Languages : en
Pages : 92

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Book Description
Drew's Rules: A Guide to Providing Good Customer Service highlights the importance of good customer service skills. It is a unique survey of the author's career in customer service, and is saturated with rules on how to effectively engage customers. By reading this book, you can learn skills that helped make the author great in his profession.