A Guide to Customer Service Skills for the Service Desk Professional 4th Edition by Donna Knapp ISBN 1285063589 9798214336589

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Product details:

ISBN 10: 1285063589
ISBN 13: 9798214336589
Author: Donna Knapp

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.

A Guide to Customer Service Skills for the Service Desk Professional 4th Table of contents:

Chapter 1. Achieving High Customer Satisfaction

Delivering High-Quality Technical Customer Support

Customer Support and the Service Desk Role

Components of a Successful Service Desk

Benefits of Quality Customer Support

Trends Influencing the Service Desk

Multi-Generational Support

Multichannel Support

Anytime, Anywhere, Any Device Support

Collapsing Support Levels

24/7 Support

Fee-Based Support

Global Support

Use of Best Practice Frameworks and Standards

Outsourcing

Service Desk as a Profession

The Service Desk Analyst’s Role in the Customer Service Value Chain

Influencing Customer Perception

Understanding Customer Needs and Managing Expectations

Going the Extra Mile

Developing the Right Mix of Skills

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 2. Developing Strong Listening and Communication Skills

The Power of Active Listening

The Importance of Listening

Being an Active Listener

The Benefits of Active Listening

Avoiding Distractions That Prevent Good Listening

Knowing What to Listen For

Communicating with Customers

Building Rapport and Trust with Customers

Identifying and Understanding Customer Communication Styles

Speaking the Customer’s Language

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 3. Winning Telephone Skills

Creating a Positive Telephone Image

Understanding the Power of the Telephone

Handling Calls Professionally from Start to Finish

Avoiding the Most Common Telephone Mistakes

Fine-Tuning Your Telephone Skills

Self-Study

Monitoring

Customer Satisfaction Surveys

Letting Your Caring Attitude Shine Through

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 4. Technical Writing Skills for Support Professionals

Technology-Delivered Support

The Service Desk Analyst’s Role in a Technology-Centric World

Enabling Customer Self-Service

Customer Support via the Internet

Using Email Effectively to Communicate with Customers

Using Instant Messaging and Online Chat to Facilitate Communication

Using and Creating Knowledge Bases

Writing Service Desk Documents

Tickets

Email Messages

IM and Chat Messages

FAQs

Knowledge Management System Solutions

Blogs

Scripts

Reports

Procedures

Improving Your Technical Writing Skills

Technical Writing Best Practices

Email Best Practices

Writing for a Global Audience

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 5. Handling Difficult Customer Situations

The Power of a Positive Attitude

Understanding Customer Behavior

Winning Over Difficult Customers

Calming Irate Customers

Repairing a Damaged Customer Relationship

Keeping Yourself in Control

Learn to Respond, Not React

Stay Calm under Pressure

Get Ready for Your Next Contact

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 6. Solving and Preventing Incidents and Problems

Using Processes to Resolve Incidents and Problems

Solving Incidents Methodically

Step 1: Gather All Available Data and Create Information

Step 2: Diagnose the Incident

Simulate the Customer’s Actions

Use Diagnostic Tools

Step 3: Develop and Execute a Course of Action

Knowing When to Engage Additional Resources

Taking Ownership

Incident Owner Responsibilities

Providing Status Updates to Management and Customers

Building Good Relationships with Other Support Groups

Closing Incidents

Focusing on Prevention

Brainstorming

Five Whys

Cause and Effect Analysis

Pareto Analysis

Kepner-Tregoe Problem Analysis

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 7. Business Skills for Technical Professionals

Acquiring and Using Business Skills in the Workplace

Obtaining Relevant Business Skills

Obtaining Industry Knowledge

Understanding and Speaking the Language of Business

Using Business Skills to Identify and Justify Improvement Opportunities

Using Data to Identify and Quantify Improvement Opportunities

Performing Trend and Root Cause Analysis

Communicating the Financial Benefits of Improvements

Using Presentations to Communicate

Designing and Making Presentations

Advanced Business Skills for Technical Professionals

Managing Projects

Conducting a Cost-Benefit Analysis

Calculating Return on Investment

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Case Projects

Chapter 8. Teams and Team Players in a Service Desk Setting

Working as a Team

Characteristics of a Successful Team

Building a Solid Team

Managing Conflict in a Team Setting

Being a Team Player

Understanding Your Role in the Service Desk

Understanding an Analyst’s Role in the Company’s Support Organization

Contributing to Team Goals

Communicating Effectively in a Team Setting

What to Do When You Are New to a Team

Developing Positive Working Relationships with Teammates

Chapter Summary

Key Terms

Review Questions

Discussion Questions

Hands-On Projects

Peer Feedback Evaluation

Case Projects

Chapter 9. Minimizing Stress and Avoiding Burnout

Reducing the Negative Effects of Stress

Determining the Causes of Stress

Developing Effective Coping Mechanisms

Learning to Master Change

Getting and Staying Mentally and Physically Fit

Managing Your Time

Getting and Staying Organized

Coping with Deadlines

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