Title:
A guide to customer service skills for the help desk professional / Donna Knapp.
Author:
Knapp, Donna.
Publication Information:
Boston, MA : Course Technology Cengage Learning, ©2011.
Call Number:
HD9696.2.A2 K63 2011
Abstract:
This guide provides support to individuals interested in the field of technical customer support and the self-management skills needed to deliver it. It provides a better understanding of what a career in customer support would entail.
Edition:
3rd ed.
ISBN:
9780538748537
Physical Description:
xix, 488 pages : illustrations ; 24 cm
Contents:
Achieving high customer satisfaction -- Developing strong listening and communication skills -- Winning telephone skills -- Technical writing skills for support professionals -- Handling difficult customer situations -- Solving and preventing problems -- Teams and team players in a help desk setting -- Minimizing stress and avoiding burnout.
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