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A Guide to Customer Service Skills for Help Desk
Professionals by Donna Knapp, softcover, 384 pages, 2005, $72.95 |
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Overview
This book is designed to provide individuals interested in the field of technical
customer support a guide to the "soft skills" and the "self-management skills"
needed to deliver excellent customer support at the help desk. It provides
the reader with a better understanding of what a career in customer support
would entail with strong real-world computer support examples, case studies,
and exercises. This book:
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Provides help desk students with a "how-to" approach to delivering excellent
customer support.
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Offers a guide to the "soft" skills and self-management skills needed to
deliver excellent customer support.
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Real-world case studies and exercises provide meaningful scenarios to practice
skills as they are learned.
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Can be used as a companion to other help desk titles or as a standalone book.
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Provides useful tips that enable students to achieve job satisfaction and
avoid frustration and burnout.
Designed as a text book, A Guide to Customer Service Skills for the Help
Desk Professional is logically organized and presents material in an
order and amount perfect for managers or supervisors looking to teach their
help desk staff about more effective communication techniques. In
this book,
Table of Contents
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Achieving High Customer Satisfaction
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Delivering quality technical customer support
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Influencing customer perception
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Developing the right mix of skills
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Developing Strong Listening and Communication Skills
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The power of listening
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Communicating with customers
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Winning Telephone Skills
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Creating a positive telephone image
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Fine tuning your telephone skills
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Letting your caring attitude shine through
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Technical Writing Skills for Support Professionals
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The emerging paradigm: technology delivered support
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Improving your writing skills
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Managing and disseminating knowledge
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Handling Difficult Customer Situations
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Handling upset, angry, and demanding customers
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Keeping yourself in control
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Solving and Preventing Problems
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How to solve problems methodically
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Taking ownership
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Focusing on prevention
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Teams and Team Players in a Help Desk Setting
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Working as a team
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Being a team player
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Minimizing Stress and Avoiding Burnout
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Reducing the negative effects of stress
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Managing your time
Appendix A: Additional Sources of Help |