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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.
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A Guide to Customer Service Skills for the Help Desk Professional
Verlag:
Course Technology, Cambridge, MA, 1999
ISBN 10: 0760072620
ISBN 13: 9780760072622
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