A Guide to Customer Service Skills for the Service Desk Professional

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Author : Donna Knapp


544 Pages  Paperback 

4th Edition  |  Previous Editions: 2011, 2005, 2000

©2015 , Published


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A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter... more


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.


New to this Edition

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 dis... more