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Product Description
Product Description
Introduction to Help Desk Skills and Concepts is designed to teach students:
From the Back Cover
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 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.
From the Back Cover
Essential IT Skills for On-the-Job Success
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 style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun.
Inside this book, you will learn to:
- Identify the components of a successful help desk
- Understand the six steps required to process a call
- Accurately document calls
- Determine the root cause of a problem and evaluate possible solutions
- Understand how computer telephony integration (CTI) functions
- Use performance management methods
- Integrate asset management and security policies with technical support
- Learn effective communication skills to deal with a variety of situations and users
CD-ROM features:
- Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
- Audio recordings of sample Help Desk calls that demonstrate communication techniques
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
Inside This Book
(Learn More)
First Sentence
The computer monitor freezes. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
The computer monitor freezes. Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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