Libro: Introduction to helpdesk concepts and skills. 007821677X


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Introduction to helpdesk concepts and skills

Introduction To Helpdesk Concepts And Skills
Sanderson (Editorial McGraw-Hill)
Precio:68,26 € ($92,77)
464 páginas.
ISBN: 007821677X. ISBN-13: 9780078216770
1ª edición (31/03/2004).
Entrega: 1 a 15 días contra reembolso por agencia urgente^*

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.
ÍNDICE
Introduction to Help Desk Concepts and Skills Chapter 1: Introduction to the Help Desk Chapter 2: Organization and People Chapter 3: Receiving the Incident Chapter 4: Processing and Resolving the Incident Chapter 5: Computer Telephony Integration Chapter 6: Web-Based Support Chapter 7: Performance Management Chapter 8: Knowledge Management Chapter 9: Asset and Security Management Chapter 10: Help Desk Survival Guide Help Desk Simulation Appendix: Introduction to HelpStar Glossary
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