Download PDF A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) By Donna Knapp
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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk) By Donna Knapp
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- Sales Rank: #1381076 in eBooks
- Published on: 2010-03-15
- Released on: 2010-03-15
- Format: Kindle eBook
Review
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 Problems. 7. Business Skills for Technical Professionals. 8. Teams and Team Players in a Help Desk Setting. 9. Minimizing Stress and Avoiding Burnout. Appendix: Help Desk Resources. Glossary. Index.
About the Author
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."
A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
By Donna Knapp PDF
A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
By Donna Knapp EPub
A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
By Donna Knapp iBooks
A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
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A Guide to Customer Service Skills for the Service Desk Professional (Help Desk)
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