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Book synopsis

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[registered] vocabulary and concepts are reflected throughout the text. The Fourth Edition of A Guide To Customer Service Skills For The Service Desk Professional thoroughly examines the changing role of the service desk professional. An experienced IT professional with a unique industry perspective, author Donna Knapp describes the business and technology trends that are shaping the direction of the service desk industry and the opportunities available to those pursuing a service desk career. New case studies and case projects provide on-the-job practice, while updated chapters highlight the key transition from reactive to a more strategic, proactive service desk. The text explores how technology trends like cloud computing, virtualization, mobile technology, and bring-your-own-device are impacting the service desk, and new material examines the use of social media and collaboration technologies in a service desk setting.

Book details

Book category Books in English Computing & information technology Computer science

• Full title: Guide to Customer Service Skills for the Service Desk Professional
• Author: Donna Knapp
• Language: English
• Binding: Paperback
• Number of pages: 544
• EAN: 9781285063584
• ISBN: 1285063589
• ID: 02477786
• Publisher: Cengage
• Weight: 664 g
• Dimensions: 229 × 186 × 17 mm
• Date of publishing: 07. May 2014

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