Title
A Guide To Customer Service Skills For The Service Desk Professional
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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.
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- Q: How many pages does this book have? A: This book contains five hundred forty-four pages. It provides comprehensive coverage of customer service skills for service desk professionals.
- Q: What is the binding type of this book? A: This book is available in paperback binding. This makes it lightweight and easy to handle for reading and note-taking.
- Q: What are the dimensions of this book? A: The dimensions of this book are seven point twenty-five inches in length, zero point seventy-five inches in width, and nine point zero two inches in height. These dimensions make it suitable for easy storage and portability.
- Q: Who is the author of this book? A: The author of this book is Donna Knapp. She is known for her expertise in customer service and information technology.
- Q: What is the focus of this book? A: This book focuses on enhancing customer service skills for service desk professionals. It provides practical instruction and proven techniques for effective customer support.
- Q: What level of reader is this book suitable for? A: This book is suitable for both beginners and experienced service desk professionals. It covers fundamental skills as well as advanced topics in customer service.
- Q: How can I apply the skills learned from this book? A: You can apply the skills learned from this book by implementing the techniques in your daily customer interactions. The strategies outlined are designed to improve communication and support effectiveness.
- Q: Is this book suitable for someone new to customer service? A: Yes, this book is suitable for someone new to customer service. It provides foundational skills and insights that are essential for effective performance.
- Q: How do I maintain this book's condition? A: To maintain this book's condition, keep it in a dry environment and avoid exposing it to direct sunlight. Regularly handling it with care will also help preserve its quality.
- Q: What should I do if the book arrives damaged? A: If the book arrives damaged, you should contact the seller for a return or exchange. Most sellers have policies in place for handling damaged items.
- Q: Can I find updates on customer service trends in this book? A: Yes, this book includes updated information on current trends affecting the information technology industry. It reflects contemporary discussions relevant to service desk practices.
- Q: Is there a warranty on this book? A: Typically, books do not come with a warranty. However, check with the retailer for their specific return policies.
- Q: Does this book include references and resources? A: Yes, this book includes updated research, references, and resources in each chapter. This adds value for readers looking for deeper insights into customer service.
- Q: Are any specific methodologies discussed in the book? A: Yes, the book discusses ITIL vocabulary and concepts. This methodology is crucial for understanding service management in IT environments.
- Q: Is this book recommended for IT professionals? A: Yes, this book is highly recommended for IT professionals, especially those working in service desk roles. It covers essential skills for effective customer support.