Title: A Guide to Customer Service Skills for the Service Desk Professional, 4th Edition
Author: Donna Knapp
Publisher: Cengage Learning
Description:
“A Guide to Customer Service Skills for the Service Desk Professional, 4th Edition” by Donna Knapp is a comprehensive resource tailored for service desk professionals aiming to enhance their customer service skills. Published by Cengage Learning, this edition covers essential skills and strategies required for delivering exceptional customer service in a service desk environment. Knapp addresses key topics such as communication techniques, problem-solving strategies, conflict resolution, time management, and customer relationship management. The book provides practical guidance and real-world scenarios to help service desk professionals effectively address customer inquiries, resolve issues, and build positive relationships with clients. With updated content reflecting the latest industry standards and technological advancements, this edition equips service desk professionals with the knowledge and tools needed to excel in their roles and contribute to the overall success of their organizations’ customer service initiatives. Whether you’re a newcomer to the field or an experienced professional, this edition serves as an invaluable resource for honing your customer service skills and delivering outstanding service experiences.