A Guide to Customer Service Skills for the Service Desk Professional - Softcover

Knapp, Donna

 
9780538748537: A Guide to Customer Service Skills for the Service Desk Professional
Softcover
ISBN 10: 0538748532 ISBN 13: 9780538748537
Verlag: Course Technology Inc, 2010

Inhaltsangabe

The Third 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 the unique skill set needed to execute the expanding mission of the service desk.

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Über die Autorin bzw. den Autor

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 is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including “Achieving Customer Service Excellence for Service Desk Professionals” and “ITIL at the Service Desk.”

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Verlag
Course Technology Inc
Erscheinungsdatum
2010
Sprache
Englisch
ISBN 10 
0538748532
ISBN 13 
9780538748537
Einband
Taschenbuch
Auflage
3
Anzahl der Seiten
488
Kontakt zum Hersteller
Cengage Learning
https://www.cengageasia.com/

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