PDF Ebook A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp
Because publication A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp has excellent advantages to check out, many individuals now increase to have reading behavior. Sustained by the developed modern technology, nowadays, it is easy to download guide A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp Even guide is not existed yet on the market, you to search for in this web site. As just what you could locate of this A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp It will actually relieve you to be the initial one reading this e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp as well as obtain the advantages.
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp
PDF Ebook A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp
New updated! The A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp from the most effective author and author is currently available below. This is guide A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp that will make your day reading becomes completed. When you are searching for the printed book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp of this title in guide shop, you may not discover it. The problems can be the limited editions A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp that are given up the book store.
Exactly how can? Do you believe that you do not require adequate time to opt for buying book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp Never mind! Merely rest on your seat. Open your gadget or computer system as well as be online. You could open or check out the web link download that we offered to get this A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp By this means, you could obtain the online e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp Reading guide A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp by on the internet could be really done effortlessly by waiting in your computer as well as gizmo. So, you could proceed every single time you have downtime.
Reading the publication A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp by on the internet could be additionally done conveniently every where you are. It appears that waiting the bus on the shelter, hesitating the list for line up, or various other areas possible. This A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp can accompany you during that time. It will not make you feel weary. Besides, by doing this will certainly additionally improve your life top quality.
So, merely be here, discover guide A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp now as well as review that rapidly. Be the very first to read this e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp by downloading and install in the web link. We have a few other publications to review in this site. So, you could discover them also effortlessly. Well, now we have actually done to supply you the most effective publication to check out today, this A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp is truly appropriate for you. Never overlook that you need this e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp to make far better life. Online e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp will actually give easy of everything to review and also take the perks.
This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.
- Sales Rank: #2809227 in Books
- Published on: 1999-11-16
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x 7.25" w x .75" l,
- Binding: Paperback
- 304 pages
About the Author
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."
Most helpful customer reviews
0 of 0 people found the following review helpful.
Good Info
By SandieJ
Just what I was looking for.
22 of 23 people found the following review helpful.
Excellent advice on the basics
By Linda Zarate
This book addresses the essence of support - people skills. State-of-the-art tools and technology, and the most efficient processes ever devised will not guarantee a successful help desk or technical support organization if the human interaction techniques provided in this book are not used.
Ms. Knapp provides every essential skill in a systematic order. She starts with an excellent, astute discussion on the key elements of achieving customer satisfaction, then begins the systematic process of describing how to develop and use the necessary skills for achieving this goal. This starting point is the most basic skill that is as important to our everyday life as it is to customer satisfaction: listening. This is also a skill that, regrettably, most of us need to continually work on. She gives excellent advice on how to be an active and empathetic listener, and also how to effectively communicate back to the speaker. This skill is reinforced with another that is essential to providing top notch customer support: telephone skills. A telephone, even with the growing trend toward e-support and electronic mail, is still a help desk (and call center) professional's primary tool. Because we cannot depend on facial expression or body language it is of the utmost importance to not only have good phone skills, but to also use these skills in conjunction with listening skills to "read" the customer's mood and adjust our approach accordingly.
Writing skills, the next basic skill that Ms. Knapp addresses, has always been important. This is because documenting issues and actions conveying this to other support professionals who may also work on an incident of case cuts down on unnecessary follow-ups that poorly written documentation causes. Also, this skill is rapidly growing in importance because of the increasing use of e-mail as a customer communications vehicle. The tips on writing given are excellent.
Difficult customers are a way of life. Someone who is frustrated enough to pick up a phone or who feels resentment towards the organization whose products or services you are supporting is going to want to take it out on the first person who answers the phone. Defusing these situations and refocusing angry customers on the issues instead of emotions requires real skills and the ability to subordinate your own emotions. Ms. Knapp gives excellent advice on how to handle irritated customers and, believe it or not, turn the experience into one in which the customer comes away not only satisfied, but a good reference for your product or service. This is one of the most valuable parts of the book and my personal favorite.
The remainder of this book covers problem solving (and prevention) techniques, team building and some great advice on how to relieve stress and keep from burning out. All in all, this is an excellent book that should be read by help desk and call center professionals (as well as tier-2 support analysts), and can be effectively used as a training outline by help desk and call center managers.
1 of 1 people found the following review helpful.
textbook
By James Singer
The book was in good shape. Will do for the class that I am taking.
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp PDF
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp EPub
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp Doc
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp iBooks
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp rtf
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp Mobipocket
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp Kindle
Tidak ada komentar:
Posting Komentar