Ebook: A guide to customer service skills for the service desk professional

Achieving high customer satisfaction -- Developing strong listening and communication skills -- Winning telephone skills -- Technical writing skills for support professionals -- Handling difficult customer situations -- Solving and preventing incidents and problems -- Business skills for technical professionals -- Teams and team players in a service desk setting -- Minimizing stress and avoiding burnout.;Explores the changing role of the service desk professional. This text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.