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A Guide to Customer Service Skills for the Service Desk Professional
Donna Knapp
€ 225.62
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Description for A Guide to Customer Service Skills for the Service Desk Professional
Paperback. Examines the changing role of the service desk professional. This book 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. Num Pages: 544 pages, illustrations (black and white). BIC Classification: UY. Category: (U) Tertiary Education (US: College). Dimension: 231 x 186 x 17. Weight in Grams: 670.
The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on ... Read more
The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on ... Read more
Product Details
Publisher
Cengage Learning, Inc
Format
Paperback
Publication date
2014
Condition
New
Number of Pages
544
Place of Publication
Boston, MA, United States
ISBN
9781285063584
SKU
V9781285063584
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-22
About Donna Knapp
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 ... Read more
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