A Guide to Customer Service Skills for the Service Desk Professional 4th Edition

Donna Knapp

  • © 2015
  • Published
  • Previous Editions 2011
  • 544 Pages


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.

Meet the Author

What's New

  • Updated to reflect the changing role of the service desk, including an examination of the Business Productivity Team concept and enterprise Genius Bars.
  • Now includes coverage of multigenerational and multichannel support, such as the growing use of chat, social media, and avatars; also includes discussion of such key trends as bring your own device (BYOD).
  • Features an introduction to DevOps, an emerging culture and professional movement that stresses communication, collaboration, and integration between software developers and IT operations professionals.

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