2015 ISBN 9781285063584Edition
Published: 2014 by
Cengage Learning US
Available for purchase on CengageBrain.com
Available formats and resources for instructors
A Guide to Customer Service Skills for the Service Desk Professional (Print)
A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL® vocabulary and concepts are reflected throughout the text.
The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL thoroughly examines the changing role of the service desk professional. An experienced IT professional with a unique industry perspective, author Donna Knapp 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. New case studies and case projects provide on-the-job practice, while updated chapters highlight the key transition from reactive to a more strategic, proactive service desk. The text explores how technology trends like cloud computing, virtualization, mobile technology, and bring-your-own-device are impacting the service desk, and new material examines the use of social media and collaboration technologies in a service desk setting.
eBook: A Guide to Customer Service Skills for the Service Desk Professional
This eBook is provided in VitalSource format. It is accessible on and offline on Mac, PC, Android & iOS.
Teaching supplements and resources are also available as a companion to this title.
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