Customer Reviews

A Guide to Customer Service Skills for Help Desk Professional, Third Edition

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The book was in good shape. Will do for the class that I am taking.

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.