This text has been completely revised to focus on new business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment. With less of a focus on technology and more of a focus on "soft" and self-management skills, this book will help students succeed as help desk professionals. The chapters on customer satisfaction and listening techniques can be used as quick reference in the work environment, outside of the classroom. Each chapter explores, in detail, a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts.
FREE Two-Day Shipping for students on millions of items. Learn more |
|
There is a newer edition of this item:
|
Book Description
Frequently Bought Together
Product Details
Would you like to update product info or give feedback on images?
|
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
4.0 out of 5 stars
textbook,
By
This review is from: A Guide to Customer Service Skills for the Help Desk Professional, Second Edition (Paperback)
The book was in good shape. Will do for the class that I am taking.
4.0 out of 5 stars
Second Edition is different,
By
Amazon Verified Purchase(What's this?)
This review is from: A Guide to Customer Service Skills for the Help Desk Professional, Second Edition (Paperback)
Just a note to those of you getting the second edition instead of the third edition to save money on a classroom textbook. While this book covers the basics just fine, it is over 50 pages shorter than the third edition and references to page numbers by professors can become confusing. Strangely some of the terminology has changed in the third edition too - for example, the term "feasibility report" in the second edition was changed to "business case" in the third edition. I got burned on a test on this one and a couple of others. However if you are getting this book for personal use, I felt this edition covered Customer Service skills well and has many useful approaches for phone and writing skills and how to handle difficult customers. These skills were covered in the same way for both editions.
Share your thoughts with other customers: Create your own review
|
|
What Other Items Do Customers Buy After Viewing This Item?
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
Customer Discussions
|
This product's forum
Active discussions in related forums
Search Customer Discussions
|
Related forums
|
