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A Guide to Customer Service Skills for the Service Desk Professional, 3rd Edition

A Guide to Customer …,9780538748537
       
  • A new edition of this text is available here

  • AUTHORS: Knapp, Donna - ©2011

  • ISBN10: 0-538-74853-2

  • ISBN13: 978-0-538-74853-7

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 concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

Additional versions of this product's ISBNs

  • ISBN10: 0538748532

  • ISBN13: 9780538748537

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  • To return your rental, simply print out the prepaid UPS label provided by CengageBrain and drop off your package to the nearest UPS package drop off location. We recommend dropping off your rental at UPS at least 5 business days before your due date.

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New book. $3.99 shipping. Ships in 3-5 days. FREE return shipping.

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  • Rentals are eligible for the free 14 day eBook offer which allows you to gain immediate access to the eBook while your rental ships.
  • Refunds are available within 30 days of purchase. They must be in a saleable condition.
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Bundle products are listed below
Bundle: A Guide to H…
Bundle: A Guide to H…


Knapp, …
Bundle: A Guide to Help Desk Concepts, 3rd + A Guide to Customer Service Skills for the Service Desk Professional, 3rd

ISBN10: 1-111-66548-6
ISBN13: 978-1-111-66548-7

$240.95