A Guide to Customer Service Skills for the Service Desk Professional

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Opis: A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp

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 describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL[registered] vocabulary and concepts are reflected throughout the text. The Fourth Edition of A Guide To Customer Service Skills For The Service Desk Professional thoroughly examines the changing role of the service desk professional. An experienced IT professional with a unique industry perspective, author Donna Knapp describes the business and technology trends that are shaping the direction of the service desk industry and the opportunities available to those pursuing a service desk career. New case studies and case projects provide on-the-job practice, while updated chapters highlight the key transition from reactive to a more strategic, proactive service desk. The text explores how technology trends like cloud computing, virtualization, mobile technology, and bring-your-own-device are impacting the service desk, and new material examines the use of social media and collaboration technologies in a service desk setting.Chapter 1: Introduction to Service Desk Concepts. Chapter 2: Service Desk Operations. Chapter 3: The People Component: Service Desk Roles and Responsibilities. Chapter 4: The Process Component: Service Desk Processes and Procedures. Chapter 5: The Technology Component: Service Desk Tools and Technologies. Chapter 6: The Information Component: Service Desk Performance Measures. Chapter 7: The Service Desk Setting. Chapter 8: Customer Support as a Profession. Appendix A: Job Descriptions for the Service Desk. Appendix B: Service Desk Resources. Glossary. Index.


Szczegóły: A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp

Tytuł: A Guide to Customer Service Skills for the Service Desk Professional
Autor: Donna Knapp
Producent: Cengage Learning
ISBN: 9781285063584
Rok produkcji: 2014
Ilość stron: 430
Oprawa: Miękka
Waga: 0.66 kg


Recenzje: A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp

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A Guide to Customer Service Skills for the Service Desk Professional

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 describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL[registered] vocabulary and concepts are reflected throughout the text. The Fourth Edition of A Guide To Customer Service Skills For The Service Desk Professional thoroughly examines the changing role of the service desk professional. An experienced IT professional with a unique industry perspective, author Donna Knapp describes the business and technology trends that are shaping the direction of the service desk industry and the opportunities available to those pursuing a service desk career. New case studies and case projects provide on-the-job practice, while updated chapters highlight the key transition from reactive to a more strategic, proactive service desk. The text explores how technology trends like cloud computing, virtualization, mobile technology, and bring-your-own-device are impacting the service desk, and new material examines the use of social media and collaboration technologies in a service desk setting.Chapter 1: Introduction to Service Desk Concepts. Chapter 2: Service Desk Operations. Chapter 3: The People Component: Service Desk Roles and Responsibilities. Chapter 4: The Process Component: Service Desk Processes and Procedures. Chapter 5: The Technology Component: Service Desk Tools and Technologies. Chapter 6: The Information Component: Service Desk Performance Measures. Chapter 7: The Service Desk Setting. Chapter 8: Customer Support as a Profession. Appendix A: Job Descriptions for the Service Desk. Appendix B: Service Desk Resources. Glossary. Index.

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