Test Bank for A Guide to Customer Service Skills for the Service Desk Professional, 3rd Edition, Donna Knapp,

Test Bank for A Guide to Customer Service Skills for the Service Desk Professional, 3rd Edition, Donna Knapp,

Table of Contents
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 Problems.
7. Business Skills for Technical Professionals.
8. Teams and Team Players in a Help Desk Setting.
9. Minimizing Stress and Avoiding Burnout.
Appendix: Help Desk Resources.
Glossary.
Index