A Guide to Customer Service Skills for the Service Desk Professional

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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 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 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 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

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