A Guide to Customer Service Skills for the Help Desk Professional
by Knapp, DonnaFormat: Paperback
Pub. Date: 1999-11-16
Publisher(s): Cengage Learning
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List Price: $108.01
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Summary
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.
Table of Contents
| 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: Help Desk Resources | |
| Table of Contents provided by Publisher. All Rights Reserved. |
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