A Guide to Customer Service Skills for the Service Desk Professional

Cover image of product

Author : Donna Knapp


400 Pages  Paperback 

3rd Edition  |  Previous Editions: 2005, 2000

©2011 , Published


Learn More

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 conce... more


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 ind... more

New to this Edition

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 ch... more