A Guide to Customer Service Skills for the Service Desk Professional 3rd Edition

Donna Knapp

  • © 2011
  • Published
  • Previous Editions 2005, 2000
  • 400 Pages


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.

Meet the Author

What's New

  • 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.

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