A Guide to Customer Service Skills for the Help Desk Professional

This work 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 customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with 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.