A Guide to Customer Service Skills for the Service Desk Professional

TheThirdEditionofAGUIDETOCUSTOMERSERVICESKILLSFORTHESERVICEDESKPROFESSIONALexploresthechangingroleoftheservicedeskprofessional.Eachchapterexpandsuponaparticularskillrequiredtoprovideeffectivecustomersupportandprovidesproventechniquesforimplementingtheconcepts.Research,references,andresourceshavebeenupdatedineachchapter,andITILvocabularyandconceptsarereflectedthroughoutthetext.Newinformationisalsoincorporated,suchasadiscussionofgeneraltrendscurrentlyaffectingtheinformationtechnologyindustryandtechnologytrendsaffectingtheservicedesk.Thetextfocusesonprovidingindividualswithpracticalinstructionontheuniqueskillsetneededtoexecutetheexpandingmissionoftheservicedesk.