A Guide to Customer Service Skills for the Service Desk Professional

A Guide to Customer Service Skills for the Service Desk Professional by Donna Knapp

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

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.� 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.�

SKU	Unavailable
ISBN 13	9781285063584
ISBN 10	1285063589
Title	A Guide to Customer Service Skills for the Service Desk Professional
Author	Donna Knapp
Condition	Unavailable
Binding Type	Paperback
Publisher	Cengage Learning, Inc
Year published	2014-05-07
Number of pages	544
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
Note	Unavailable