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A Guide to Customer Service Skills for the Service Desk Professional
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About the Author
An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."
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Product details
Paperback: 544 pages
Publisher: Cengage Learning; 4 edition (May 7, 2014)
Language: English
ISBN-10: 1285063589
ISBN-13: 978-1285063584
Product Dimensions:
7.2 x 0.8 x 9 inches
Shipping Weight: 1.5 pounds (View shipping rates and policies)
Average Customer Review:
3.1 out of 5 stars
12 customer reviews
Amazon Best Sellers Rank:
#161,611 in Books (See Top 100 in Books)
Required for class. Better books out there, but if it is required by the course, there are not many options for a student, is there?Cengage, the company that produces this and other educational courseware, has outsourced its Mason, Ohio-based IT staff to Cognizant. Just google Cengage, Ohio, Cognizant, and ComputerWorld and you can get the rest of that story.It is beyond shocking that a company that makes its money selling IT courseware to American colleges, replaces its existing U.S. IT staff with cheaper offshore labor. Does anyone else see the irony in this?Unbelievable.
It's OK, it teach and open the mind of the user about the importance of Costumer Services. It also describes in great detail the performance and tools of the Service Desk. But some times I feel like the author is redundant with some topics.
This book was pure torture to read. And I learned nothing about solving helpdesk problems. This is all about managing people and the issues could have been addressed in literally any book about emotional intelligence and the service industry. I hated the class, but it was a requirement.
As someone who is in customer service everyday, this book did not really help me much. But it did get me though my class!
The rental I received was on it's last leg. Otherwise, exactly what I Professor wanted.
good read
Was a good book for school.
It's a readable book but does have water damaged. I do not want to be charged for it.
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