| Introduction to Help Desk Concepts and Skills |  | Author: Susan Sanderson
Publisher: Career Education
Category: Book
Buy New: $47.29
as of 2/9/2012 17:02 EST details
New (27) Used (57) from $12.53
Seller: campus_bookstore
Sales Rank: 282,702
Languages: English (Unknown), English (Original Language), English (Published)
Media: Paperback
Edition: 1
Pages: 464
Number Of Items: 1
Shipping Weight (lbs): 1.8
Dimensions (in): 10.8 x 8.4 x 0.7
ISBN: 007821677X
EAN: 9780078216770
ASIN: 007821677X
Publication Date: September 17, 2003
Availability: Usually ships in 1-2 business days
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Product Description
"Introduction to Help Desk Skills and Concepts" is designed to teach students: 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 customer situations; how to work with unrealistic or angry customers; how to gain satisfied customers through better listening; and how to use basic tools and technologies used in the customer support industry.
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