Ebook Free A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp
Checking out the publication A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp by online can be also done quickly every where you are. It seems that waiting the bus on the shelter, hesitating the checklist for queue, or various other areas possible. This A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp can accompany you in that time. It will certainly not make you really feel bored. Besides, in this manner will certainly also improve your life top quality.
A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp
Ebook Free A Guide to Customer Service Skills for the Help Desk Professional, by Donna Knapp
A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp. Offer us 5 minutes and we will show you the very best book to review today. This is it, the A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp that will certainly be your best option for much better reading book. Your five times will not spend squandered by reading this internet site. You could take the book as a resource to make far better idea. Referring guides A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp that can be located with your needs is sometime tough. However below, this is so easy. You can find the most effective point of book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp that you could read.
The benefits to take for reviewing the books A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp are involving improve your life top quality. The life high quality will not simply about the amount of expertise you will obtain. Also you review the enjoyable or amusing publications, it will assist you to have improving life quality. Feeling fun will lead you to do something perfectly. Furthermore, the book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp will give you the lesson to take as an excellent need to do something. You may not be useless when reviewing this book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp
Don't bother if you don't have enough time to head to the publication store and search for the preferred book to review. Nowadays, the online e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp is pertaining to give simplicity of checking out practice. You could not should go outdoors to browse the book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp Searching and downloading and install the publication qualify A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp in this article will certainly provide you better option. Yeah, on the internet e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp is a sort of digital publication that you could get in the link download provided.
Why should be this on the internet e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp You might not should go someplace to read guides. You could review this e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp each time as well as every where you desire. Even it remains in our extra time or sensation bored of the jobs in the office, this corrects for you. Get this A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp right now and be the quickest individual who finishes reading this e-book A Guide To Customer Service Skills For The Help Desk Professional, By Donna Knapp
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