A Guide to Customer Service Skills for the Help Desk Professional
2nd Edition
Published on 12. November 2004
Book
Paperback/Softback
400 pages
978-0-619-21641-2 (ISBN)
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.
More details
Edition
2nd Revised edition
Language
English
Place of publication
Boston, MA
United States
Publishing group
Cengage Learning, Inc
Target group
Professional and scholarly
Edition type
Revised edition
Dimensions
Height: 231 mm
Width: 185 mm
Thickness: 20 mm
Weight
681 gr
ISBN-13
978-0-619-21641-2 (9780619216412)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Alexander Knapp
A Guide to Customer Service Skills for Help Desk Professional
Book
3rd Edition
Delmar Cengage Learning
€65.79
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Content
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