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A01=Donna Knapp
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Author_Donna Knapp
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A Guide to Customer Service Skills for the Service Desk Professional

★★★★★
★★★★★

English

By (author): Donna Knapp

The Third 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. See more
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A01=Donna KnappAge Group_UncategorizedAuthor_Donna Knappautomatic-updateCategory1=Non-FictionCategory=KJSUCOP=United StatesDelivery_Delivery within 10-20 working daysLanguage_EnglishPA=AvailablePrice_€50 to €100PS=Activesoftlaunch
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Product Details
  • Weight: 741g
  • Dimensions: 189 x 235mm
  • Publication Date: 15 Mar 2010
  • Publisher: Cengage Learning Inc
  • Publication City/Country: United States
  • Language: English
  • ISBN13: 9780538748537

About Donna Knapp

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. 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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