A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, 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. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.Customer Satisfaction Surveys A necessity for the service desk is to solicit feedback from customers by conducting customer satisfaction surveys, which provide the customera#39;s perception of the support services they received. The two mostanbsp;...
|Title||:||A Guide to Customer Service Skills for the Service Desk Professional|
|Publisher||:||Cengage Learning - 2014-05-07|