A guide to customer service skills for the service desk professional

dc.contributor.author	Knapp, Donna
dc.date.issued	2015
dc.identifier.isbn	978-1-285-06358-4
dc.identifier.uri	https://thuvienso.hoasen.edu.vn/handle/123456789/11419
dc.description.abstract	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 vocabulary and concepts are reflected throughout the text.
dc.format	xvii, 430 p.
dc.language.iso	en
dc.publisher	Cengage Learning
dc.subject	Computer industry
dc.subject	Computer service industry
dc.subject	Computer technical support
dc.subject	Customer services
dc.subject	Vocational guidance
dc.subject	Handbooks
dc.title	A guide to customer service skills for the service desk professional
dc.type	Book
dc.description.version	4th edition