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A Guide to Customer Service Skills for the Help Desk Professional 2nd Edition
Table of Contents
1. Achieving High Customer Satisfaction
2. Developing Strong Listening and Communication Skills
3. Winning Telephone Skills
4. Technical Writing Skills for Support Professionals
5. Handling Difficult Customer Situations
6. Solving and Preventing Problems
7. Business Skills for Technical Professionals
8.
Being a Team Player
9. Minimizing Stress and Avoiding Burnout
Appendix: Additional Sources of Help
Features
Updated to include a new chapter (7) that introduces technical professionals to business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment.
Provides help desk students with a "how-to" approach to delivering excellent customer support using soft skills.
Implements real-world case studies and exercises to provide meaningful scenarios for readers to practice skills as they are learned.
Offers useful tips that enable students to achieve job satisfaction and avoid frustration and burnout.
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