A Guide to Customer Service Skills for the Service Desk Professional
| AUTHOR | Knapp, Donna |
| PUBLISHER | Cengage Learning (05/07/2014) |
| PRODUCT TYPE | Paperback (Paperback) |
Description
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.
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Product Format
Product Details
ISBN-13:
9781285063584
ISBN-10:
1285063589
Binding:
Paperback or Softback (Trade Paperback (Us))
Content Language:
English
Edition Number:
0004
More Product Details
Page Count:
544
Carton Quantity:
24
Product Dimensions:
7.30 x 0.80 x 9.00 inches
Weight:
1.45 pound(s)
Feature Codes:
Bibliography,
Index,
Price on Product,
Glossary
Country of Origin:
US
Subject Information
BISAC Categories
Computers | Information Technology
Computers | Management Information Systems
Computers | Information Management
Dewey Decimal:
004.068
Library of Congress Control Number:
2014934994
Descriptions, Reviews, Etc.
publisher marketing
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.
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Author:
Knapp, Donna
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."
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List Price $187.95
Your Price
$186.07