A Guide to Customer Service Skills for the Service Desk Professional 4th Edition by Donna Knapp – Ebook PDF Instant Download/Delivery: 1285063589, 9798214336589
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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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