A Guide to Customer Service Skills for the Service Desk Professional
A Guide to Customer Service Skills for the Service Desk Professional
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Résumé
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.
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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 | Non disponible |
| ISBN 13 | 9781285063584 |
| ISBN 10 | 1285063589 |
| Titre | A Guide to Customer Service Skills for the Service Desk Professional |
| Auteur | Donna Knapp |
| État | Non disponible |
| Type de reliure | Paperback |
| Éditeur | Cengage Learning, Inc |
| Année de publication | 2014-05-07 |
| Nombre de pages | 544 |
| Note de couverture | La photo du livre est présentée à titre d'illustration uniquement. La reliure, la couverture ou l'édition réelle peuvent varier. |
| Note | Non disponible |