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

  • Donna Knapp
  • ISBN-10: 1285063589  |  ISBN-13: 9781285063584
  • 544 Pages
  • Previous Editions: 2011, 2005, 2000
  • © 2015 | Published
  • List Price = $ 167.95
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The Fourth 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.

Features and Benefits

  • INTERVIEWS WITH SERVICE DESK PROFESSIONALS PROVIDE UNMATCHED INSIGHTS. Thought-provoking interviews with leading professionals working in various capacities in today’s service desk industry give readers a first-hand, behind-the-scenes look at the realities of technical computer support.
  • HELPFUL NOTES BUILD UPON KEY INFORMATION IN EACH CHAPTER. Notes within each chapter offer additional information on specific terms and topics, encouraging the reader to explore concepts of interest in more depth.
  • USEFUL FIGURES AND SCREEN SHOTS CLARIFY HOW CONCEPTS APPLY IN TODAY’S BUSINESS WORLD. Figures and screen captures throughout this edition illustrate key ideas with meaningful, real examples of service desk concepts in action.
  • REVIEW QUESTIONS AND PROJECTS REINFORCE UNDERSTANDING. Student-tested Review Questions ensure comprehension and reader retention, while Hands-On Projects and Case Projects reinforce what students have learned and offer opportunities to apply concepts to real support situations.

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 Incidents and Problems.
7. Business Skills for Technical Professionals.
8. Teams and Team Players in a Service Desk Setting.
9. Minimizing Stress and Avoiding Burnout.
Capstone Project: Service Desk Site Visit.
Appendix A: Service Desk Resources.

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.


All supplements have been updated in coordination with the main title. Select the main title's "About" tab, then select "What's New" for updates specific to title's edition.

For more information about these supplements, or to obtain them, contact your Learning Consultant.

Instructor Supplements

Online Instructor's Resource  (ISBN-10: 1285839129 | ISBN-13: 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.

Meet the Author

Author Bio

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.”