A guide to customer service skills for the Help Desk professional.


Published by Thomson in London .
Written in

Edition Notes

Tertiary Education (US: College) Professional & Scholarly.

The Physical Object
Number of Pages384
ID Numbers
Open LibraryOL22146696M
ISBN 100619216417

Are you a Help Desk professional looking to enhance your customer service skills? Look no further than Donna Knapp's bestselling book, "A guide to customer service skills for the Help Desk professional". This comprehensive guide, published in 2005, is a must-read for anyone in the industry.


Donna Knapp's book is designed to help Help Desk professionals develop and improve their customer service skills. With a focus on providing exceptional support and resolving customer issues, this guide is packed with valuable insights and practical advice.

Key Topics Covered

1. Understanding Customer Needs

In this section, Knapp emphasizes the importance of understanding customer needs and expectations. She provides strategies for effective communication and active listening, enabling Help Desk professionals to better understand and address customer concerns.

2. Problem-Solving Techniques

Help Desk professionals encounter various technical issues on a daily basis. Knapp explores problem-solving techniques that can be used to identify and resolve customer problems efficiently. By equipping professionals with the necessary tools and approaches, this book helps streamline support processes.

3. Building Rapport

Building rapport is essential for any Help Desk professional. Knapp offers guidance on establishing positive relationships with customers, emphasizing the importance of empathy and patience. By fostering a warm and supportive environment, professionals can create a positive customer experience.

4. Handling Difficult Situations

Difficult situations can arise in Help Desk settings, testing professionals' customer service skills. Knapp provides strategies for managing challenging customers and resolving conflicts effectively. By developing effective communication skills and techniques for de-escalation, professionals can navigate such situations with confidence.

Formats Available

"A guide to customer service skills for the Help Desk professional" by Donna Knapp can be enjoyed in various formats, including:

  1. PDF: The PDF format allows for easy download and reading on any device.
  2. ePub: This format is compatible with most e-book readers and applications.
  3. Mobi: Mobi files are specifically designed for Kindle devices.
  4. TXT: The TXT format provides a simple, text-based version of the book.
  5. Online reading: The book can also be read online without the need to download.

No matter your preferred format, "A guide to customer service skills for the Help Desk professional" is readily accessible.

Download for Free

Are you interested in getting your hands on a copy of this valuable resource? You can download "A guide to customer service skills for the Help Desk professional" for free from our legal book download website. Simply visit our site, search for the book using the ISBN10 code 0619216417, and select your preferred format. It's that easy!

Enhance your customer service skills today by reading "A guide to customer service skills for the Help Desk professional" by Donna Knapp. Download the PDF and start improving your support capabilities.