"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.
Customer Reviews & Comments
One of the hardest things to learn in the IT industry is how to deal with customers. Learning good skills is often an ongoing process. Learning how to communicate ideas and concepts can often be very difficult. Having run 2 help desks I know that good agents are hard to find. Susan Sanderson has put together one of the few book on help desk that take it from the beginning and give you information that will help in everyday life. I have already found several things in here that I can use in the classes I teach as well as the customers I visit. There are 10 chapters and each one builds on each other. You have practice labs and even review questions. This book can be used as a self paced course or in the formal classroom setting. One of the things I liked best was the cd that is included; this cd has Help Desk Software included for practice. The big plus of the cd is the sample recording of actual calls so that you can hear what the customers is saying and learn several techniques for communicating and listening. Overall this book is very helpful and seems to have just about everything included.
