A Guide to Customer Service Skills for the Service Desk Professional
Knapp, Donna
ISBN 10: 1285063589 ISBN 13: 9781285063584
Editorial: Cengage Learning, 2014
Usado
Encuadernación de tapa blanda
Librería:
Better World Books: West, Reno, NV, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Vendedor de AbeBooks desde 14 de marzo de 2016
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Descripción
Descripción:
Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. N° de ref. del artículo 12751596-6
Sinopsis:
The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.
Acerca del autor: An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including “Achieving Customer Service Excellence for Service Desk Professionals” and “ITIL at the Service Desk.”
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Detalles bibliográficos
Título: A Guide to Customer Service Skills for the ...
Editorial: Cengage Learning
Año de publicación: 2014
Encuadernación: Encuadernación de tapa blanda
Condición: Very Good
Edición: 4ª Edición