A Guide to Customer Service Skills for the Help Desk Professional, Second Edition, 2nd Edition

Donna Knapp - Knapp Associates, Inc.

ISBN-10: 0619216417  ISBN-13: 9780619216412

400 Pages  

© 2005     Published

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• Overview
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• About the Author
• |
• Table of Contents
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• Features
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• New to this Edition

Table of Contents

1. Achieving High Customer Satisfaction
2. Developing Strong Listening and Communication Skills
3. Winning Telephone Skills
4. Technical Writing Skills for Support Professionals
5. Handling Difficult Customer Situations
6. Solving and Preventing Problems
7. Business Skills for Technical Professionals
8. Teams and Team Players in a Help Desk Setting
9. Minimizing Stress and Avoiding Burnout
Appendix: Help Desk Resources