Help Desk Practitioner's Handbook
Editorial Reviews
Book Description
Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
* Eleven effective listening habits that improve your ability to solve problems
* Techniques for increasing the speed and accuracy of problem resolution
* Early warning systems and layered strategies for problem control
* Tools for reducing calls and eliminating problems before they occur
* A simple, step-by-step process for doing cost justifications
* Methods for turning Help Desk interactions into marketing opportunities
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Book Info
Provides a complete guide to becoming a more effective communicator and problem solver through dozens of scenarios and real world examples. Designed to illustrate the right and wrong ways to handle virtually every situation you may encounter as a Help Desk practitioner. Softcover. DLC: Computer industry--Customer service--management.
Help Desk Practitioner's Handbook
Help Desk Practitioner's Handbook,Barbara Czegel,Wiley,0471319929,Computer Books: General,Computer Science,Computer Systems,Computer industry,Computers,Computers - General Information,Customer service,Customer services,Data Processing - General,Electronic office machine indu,Electronic office machine industry,Management,Management Information Systems,Computer Communications & Networking,Computers / Management Information Systems,Personnel & human resources management
English Books:
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