Higher Education

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

  • Donna Knapp
  • ISBN-10: 0538748532  |  ISBN-13: 9780538748537
  • 400 Pages
  • Previous Editions: 2005, 2000
  • © 2011 | Published
  • College Bookstore Wholesale Price = $102.75
  • Newer Edition Available
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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.

Features and Benefits

  • 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.

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.

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.

Learning Resource Bundles

Choose the textbook packaged with the resources that best meet your course and student needs. Contact your Learning Consultant for more information.

Bundle: A Guide to Help Desk Concepts, 3rd + A Guide to Customer Service Skills for the Service Desk Professional, 3rd

ISBN-10: 1111665486 | ISBN-13: 9781111665487

List Price = $353.95  | College Bookstore Wholesale Price = $265.46

This Bundle Includes:

  • A Guide to Service Desk Concepts
    List Price = $204.95  | College Bookstore Wholesale Price = $153.75
  • A Guide to Customer Service Skills for the Service Desk Professional
    List Price = $136.95  | CengageBrain Price = $136.95  | College Bookstore Wholesale Price = $102.75


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

Instructor's Resource CD-ROM  (ISBN-10: 0538748524 | ISBN-13: 9780538748520)

All instructor materials are available on one convenient and easy-to-use CD. Most are also available at the Instructor Downloads section of www.cengage.com/coursetechnology, accessible to instructors with a username and password. Designed to help facilitate classroom instruction, the instructor resources are unique to the textbook. Items such as an Instructor's Manual, PowerPoint slides, ExamView test bank, Syllabi, Student Data Files, and Solution Files are offered. Contact your sales rep for more information.

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.”