Introduction to Help Desk Concepts and Skills by Susan M. Sanderson is part of the Mike Meyers' Computer Skills Series of textbooks. Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-understand way that will prepare you for an IT career.
This book covers:
The importance and benefits of measuring the delivery of customer support.
How to create positive interactions with customers.
How to identify customer needs.
How to meet customer expectations.
How to deal effectively with a variety of costomer situations.
How to work with unrealistic or angry customers.
How to gain satisfied customers through better listening.
How to use basic tools and technologies used in the customer support industry.
Each chapter includes:
Learning Objectives
Reading Check Exercises and Sample Scripts
Chapter Summaries and Key Term Lists
End-of-Chapter Quizzes, Projects, and Case Studies
Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts
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2004 McGraw-Hill Higher Education