A Guide To Customer Service Skills For The Help Desk Professional
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Mastering Professional Help Desk Skills A Comprehensive Guide For Customer Service Excellence
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Author : Gerard Assey
language : en
Publisher: Gerard Assey
Release Date : 2024-03-11
Mastering Professional Help Desk Skills A Comprehensive Guide For Customer Service Excellence written by Gerard Assey and has been published by Gerard Assey this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-03-11 with Business & Economics categories.
‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author
A Guide To Customer Service Skills For The Help Desk Professional
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Author : Donna Knapp
language : en
Publisher:
Release Date : 2011
A Guide To Customer Service Skills For The Help Desk Professional written by Donna Knapp and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Computer industry categories.
This guide provides support to individuals interested in the field of technical customer support and the self-management skills needed to deliver it. It provides a better understanding of what a career in customer support would entail.
Guide To Customer Service Skills For The Help Desk Professional
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Author : Donna Knapp
language : en
Publisher: Turtleback
Release Date : 1999-11-16
Guide To Customer Service Skills For The Help Desk Professional written by Donna Knapp and has been published by Turtleback this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-11-16 with categories.
This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.
The Complete Guide To Customer Support
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Author : Joe Fleischer
language : en
Publisher: CRC Press
Release Date : 2002-01-04
The Complete Guide To Customer Support written by Joe Fleischer and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-01-04 with Computers categories.
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t
Effective Help Desk Specialist Skills
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Author : Darril Gibson
language : en
Publisher: Pearson IT Certification
Release Date : 2014-10-27
Effective Help Desk Specialist Skills written by Darril Gibson and has been published by Pearson IT Certification this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-27 with Computers categories.
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
The Itsm Process Design Guide
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Author : Donna Knapp
language : en
Publisher: J. Ross Publishing
Release Date : 2010-08-15
The Itsm Process Design Guide written by Donna Knapp and has been published by J. Ross Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-08-15 with Business & Economics categories.
The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
A Guide To Customer Service Skills For The Service Desk Professional
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Author : Donna Knapp
language : en
Publisher: Cengage Learning
Release Date : 2012-07-19
A Guide To Customer Service Skills For The Service Desk Professional written by Donna Knapp and has been published by Cengage Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-07-19 with Computers categories.
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. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Smart Technologies And Innovation For A Sustainable Future
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Author : Ahmed Al-Masri
language : en
Publisher: Springer
Release Date : 2019-01-08
Smart Technologies And Innovation For A Sustainable Future written by Ahmed Al-Masri and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-08 with Computers categories.
The book presents high-quality research papers presented at the 1st AUE International research conference, AUEIRC 2017, organized by the American University in the Emirates, held on November 15th-16th, 2017 in Dubai. The book is broadly divided into three sections: Media and Smart Cities, Creative Technologies and Innovation, and Security Risks and Strategic Challenges. The areas covered under these sections are cyber-psychology and digital forensics, cloud RAN architecture, networking functions virtualization, e-Governance and IoT semantic interoperability, ERP security, web-based application and problem-solving skills, smart technologies and advertising, smart technologies for smart cities, smart adaptable navigation systems, turbo codes for security key generation, technology advanced student learning and mobile devices, big data security and privacy, multi-channel buffer enabled technique, physiological signal acquisition in electro-oculography, blockchain and donation-basedcrowdfunding, smart city and framework development approach, news channel and media education, UAE foreign policy, China-GCC relations, diplomacy in the Internet age, intelligent cyber-security strategies, industry securities and strategic challenges, hybrid alliances and corporate security, security and privacy in smart cities, human computer interaction and e-learning solution, complexity of smart cities governance. The papers included in this book present insightful information on the most recent and relevant research, theories and practices in the field, which aim for a sustainable future.
Careers In Focus
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Author : Ferguson
language : en
Publisher: Infobase Publishing
Release Date : 2010
Careers In Focus written by Ferguson and has been published by Infobase Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Juvenile Nonfiction categories.
Profiles jobs in the business industry such as accountants and auditors, event planners, internet executives, office administrators, and stock clerks.
Help Desk Secrets Revealed
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Author : Pasquale De Marco
language : en
Publisher: Pasquale De Marco
Release Date :
Help Desk Secrets Revealed written by Pasquale De Marco and has been published by Pasquale De Marco this book supported file pdf, txt, epub, kindle and other format this book has been release on with Technology & Engineering categories.
In a world driven by technology, help desks have emerged as the backbone of customer support, providing a lifeline to users seeking assistance with a wide range of technical issues. Help Desk Secrets Revealed takes you on a comprehensive journey through the inner workings of help desks, unveiling the technologies, tools, and techniques that enable them to deliver exceptional customer service. This indispensable guide is meticulously crafted to provide a holistic understanding of the help desk landscape. It delves into the various types of help desks, their benefits, and the challenges they encounter. It also explores the latest technologies and tools that empower help desks to streamline their operations, including ticketing systems, knowledge management systems, and remote support tools. Moving beyond technology, Help Desk Secrets Revealed delves into the art of help desk management and staffing. It offers expert insights into hiring, training, and motivating help desk technicians, emphasizing the importance of building a high-performing team. The book also provides practical guidance on developing and implementing effective help desk policies and procedures, ensuring smooth operations and continuous improvement. Customer service is at the heart of every successful help desk, and Help Desk Secrets Revealed dedicates an entire section to this crucial aspect. It explores the principles of excellent customer service, emphasizing the importance of empathy, active listening, and problem-solving skills. The book also provides strategies for handling difficult customers and measuring and evaluating customer satisfaction, empowering help desks to consistently exceed customer expectations. Finally, Help Desk Secrets Revealed takes a forward-looking perspective, examining the future of help desks in an era of rapid technological advancements. It explores the impact of artificial intelligence, automation, and the evolving role of help desks in the customer service landscape. This section provides valuable insights for help desk professionals seeking to stay ahead of the curve and adapt to the ever-changing needs of customers. Whether you are a seasoned help desk professional looking to refine your skills or a business leader seeking to optimize your organization's help desk operations, Help Desk Secrets Revealed is an invaluable resource. Its comprehensive coverage, practical advice, and forward-thinking insights make it the definitive guide to navigating the complexities of help desk management and delivering exceptional customer service. If you like this book, write a review!