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The Third 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.

Donna Knapp,

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.”
  • Updated to include a discussion of current industry issues such as the adoption of ITIL, cost pressures, supporting an increasingly diverse customer base, and the collapsing of support models.
  • Includes coverage of technology trends relating to customer service skills such as the increased use of chat, email, Web-based and knowledge management technologies.
  • Provides additional helpful hints, study questions, exercises, and case studies.
  • Provides service desk students with a "how to" approach to using business, soft, and self-management skills to deliver excellent customer support.
  • Offers useful tips that enable students to achieve job satisfaction and avoid frustration and burnout.
  • Includes interviews with service desk and IT industry professionals and incorporates real-world case studies.
  • Reinforces real-world scenarios through extensive end-of-chapter material.
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.

Textbook Only Options

Traditional eBook and Print Options

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  • ISBN-10: 1133458874
  • ISBN-13: 9781133458876
  • STARTING AT $17.49

  • STARTING AT $26.49

  • ISBN-10: 0538748532
  • ISBN-13: 9780538748537
  • Bookstore Wholesale Price $126.00
  • RETAIL $167.95

Cengage provides a range of supplements that are updated in coordination with the main title selection. For more information about these supplements, contact your Learning Consultant.


Online Instructor's Resource

ISBN: 9781285839127
Everything you need for your course in one place! This collection of book-specific lecture and class tools is available online via Access and download PowerPoint presentations, images, instructor’s manual, videos, and more.