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Test Bank for A Guide to Customer Service Skills for the Service Desk Professional 4th Edition Knapp ISBN-10: 1285063589, ISBN-13: 9781285063584

Test Bank for A Guide to Customer Service Skills for the Service Desk Professional 4th Edition Knapp ISBN-10: 1285063589, ISBN-13: 9781285063584

Test Bank for A Guide to Customer Service Skills for the Service Desk Professional 4th Edition Knapp ISBN-10: 1285063589, ISBN-13: 9781285063584

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Test Bank for A Guide to Customer Service Skills for the Service Desk Professional, 4th Edition, Donna Knapp, ISBN-10: 1285063589, ISBN-13: 9781285063584

Table of Contents

A Guide to Customer Service Skills for the Service Desk Professional

1. Achieving High Customer Satisfaction.
2. Developing Strong Listening and Communication Skills.
3. Winning Telephone Skills.
4. Technical Writing Skills for Support Professionals.
5. Handling Difficult Customer Situations.
6. Solving and Preventing Incidents and Problems.
7. Business Skills for Technical Professionals.
8. Teams and Team Players in a Service Desk Setting.
9. Minimizing Stress and Avoiding Burnout.
Capstone Project: Service Desk Site Visit.
Appendix A: Service Desk Resources.
Glossary.

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