Introduction to Help Desk Concepts and Skills

出版者:McGraw-Hill College

作者:Sanderson, Susan M.

页数:464

出版时间:2003-9

价格:$ 151.70

装帧:Pap

isbn号码:9780078216770

"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.