By Donna Knapp

A advisor TO customer support abilities FOR THE carrier table expert, the definitive provider table textual content now to be had in an absolutely revised fourth version, teaches technical pros the abilities and paintings behavior had to effectively engage with shoppers and accomplish activity pride. every one bankruptcy describes a particular enterprise ability, tender ability, or self-management ability required to bring powerful technical customer service whereas delivering confirmed, how-to ideas for learning that ability. learn and references were up-to-date in each one bankruptcy, and the most recent ITIL vocabulary and ideas are mirrored during the text.
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A Guide to Customer Service Skills for the Service Desk Professional by Donna Knapp


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