Synopses & Reviews
This text has been completely revised to focus on new business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment. With less of a focus on technology and more of a focus on "soft" and self-management skills, this book will help students succeed as help desk professionals. The chapters on customer satisfaction and listening techniques can be used as quick reference in the work environment, outside of the classroom. Each chapter explores, in detail, a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts.
Synopsis
This book 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 excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong 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.
Synopsis
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.
About the Author
Donna Knapp has over twenty five years experience in the Information Technology industry and is a recognized expert in the areas of Service Desk and IT Service Management. Donna is currently working with ITSM Academy and serves as its Curriculum Development Manager. She holds the ITIL® Service Manager and ITIL® Expert certifications and sits on the ITIL® V3 International Examination Panel. She also holds the ISO/IEC 20000 Consultants certification and is a Certified Process Design Engineer (CPDE)®. Donna is the author of two college textbooks, A Guide to Service Desk Concepts and A Guide to Customer Service Skills for the Service Desk Professional, and has authored several successful seminars including Achieving High Customer Satisfaction: Customer Service Skills for Service Desk Professionals.
Table of Contents
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. Teams and Team Players in a Help Desk Setting 8. Minimizing Stress and Avoiding Burnout Appendix A Additional Sources of Help