Table Of Content

Buy. Rent. Access. Access student data fi les and other study tools on cengagebrain.com. For detailed instructions visit http://solutions.cengage.com/ctdownloads/ Store your Data Files on a USB drive for maximum effi ciency in organizing and working with the fi les. Macintosh users should use a program to expand WinZip or PKZip archives. Ask your instructor or lab coordinator for assistance. Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. FOURTH EDITION A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL DONNA KNAPP Australia Brazil Japan Korea Mexico Singapore Spain UnitedKingdom UnitedStates Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. This is an electronic version of the print textbook. Due to electronic rights restrictions, some third party content may be suppressed. Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it. For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest. Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. AGuidetoCustomerServiceSkills ©2015CengageLearning fortheServiceDeskProfessional, WCN: 02-200-203 FourthEdition ALLRIGHTSRESERVED.Nopartofthisworkcoveredbythecopyrightherein DonnaKnapp maybereproduced,transmitted,storedorusedinanyformorbyanymeans graphic,electronic,ormechanical,includingbutnotlimitedtophotocopying, SeniorProductManager:JimGish recording,scanning,digitizing,taping,Webdistribution,informationnetworks, SeniorContentDeveloper:AlyssaPratt orinformationstorageandretrievalsystems,exceptaspermittedunderSection 107or108ofthe1976UnitedStatesCopyrightAct,withoutthepriorwritten DevelopmentalEditor:RobinM.Romer permissionofthepublisher. ProductAssistant:GillianDaniels ContentProjectManager: Forproductinformationandtechnologyassistance,contactusat JenniferFeltri-George CengageLearningCustomer&SalesSupport,www.cengage.com/support ArtDirector:CherylPearl,GEX Forpermissiontousematerialfromthistextorproduct, ManufacturingPlanner:JulioEsperas submitallrequestsonlineatwww.cengage.com/permission Copyeditor:MarkGoodin Furtherpermissionsquestioncanbee-mailedto [email protected] Proofreader:JeriFreedman Indexer:SharonHilgenberg Compositor:IntegraSoftwareServices LibraryofCongressControlNumber:2014934994 ISBN-13:978-1-285-06358-4 CengageLearning 20ChannelCenterStreet Boston,MA02210 USA Someoftheproductnamesandcompanynamesusedinthisbookhavebeen usedforidentificationpurposesonlyandmaybetrademarksorregistered trademarksoftheirrespectivemanufacturersandsellers. AnyfictionaldatarelatedtopersonsorcompaniesorURLsusedthroughoutthis bookisintendedforinstructionalpurposesonly.Atthetimethisbookwasprinted, anysuchdatawasfictionalandnotbelongingtoanyrealpersonsorcompanies. CengageLearningreservestherighttorevisethispublicationandmake changesfromtimetotimeinitscontentwithoutnotice. Theprogramsinthisbookareforinstructionalpurposesonly.Theyhavebeen testedwithcare,butarenotguaranteedforanyparticularintentbeyond educationalpurposes.Theauthorandthepublisherdonotofferanywarranties orrepresentations,nordotheyacceptanyliabilitieswithrespecttothe programs. CengageLearningisaleadingproviderofcustomizedlearningsolutions withofficelocationsaroundtheglobe,includingSingapore,theUnited Kingdom,Australia,Mexico,Brazil,andJapan.Locateyourlocalofficeat: www.cengage.com/global CengageLearningproductsarerepresentedinCanadabyNelson Education,Ltd. Purchaseanyofourproductsatyourlocalcollegestoreoratourpreferred onlinestore:www.CengageBrain.com Printed in theUnited StatesofAmerica 123456720191817161514 Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. Brief Contents iii Preface . . . . . . . . . . . . . . . . . . . x CHAPTER 1 Achieving High Customer Satisfaction . . . . . 1 CHAPTER 2 Developing Strong Listening and Communication Skills . . . . . . . . . . . . 49 CHAPTER 3 Winning Telephone Skills . . . . . . . . . . . 85 CHAPTER 4 Technical Writing Skills for Support Professionals . . . . . . . . . . . . . . . 129 CHAPTER 5 Handling Difficult Customer Situations . . . 187 CHAPTER 6 Solving and Preventing Incidents and Problems . . . . . . . . . . . . . . . 221 CHAPTER 7 Business Skills for Technical Professionals . . . . . . . . . . . . . . . 267 CHAPTER 8 Teams and Team Players in a Service Desk Setting . . . . . . . . . . . . . . . 315 CHAPTER 9 Minimizing Stress and Avoiding Burnout . . . 351 CAPSTONE PROJECT Service Desk Site Visit . . . . . . . . . . . 387 APPENDIX A Service Desk Resources . . . . . . . . . . 389 Glossary . . . . . . . . . . . . . . . . . 395 Index . . . . . . . . . . . . . . . . . . . 407 Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. Contents iv Preface . . . . . . . . . . . . . . . . . . . x CHAPTER 1 Achieving High Customer Satisfaction . . . . . 1 Delivering High-QualityTechnicalCustomerSupport . . . . . . . 2 CustomerSupportandthe Service DeskRole . . . . . . . . . 2 Components ofa SuccessfulServiceDesk . . . . . . . . . . 7 BenefitsofQualityCustomer Support . . . . . . . . . . . . 10 Trends Influencing the Service Desk . . . . . . . . . . . . . . 12 Multi-GenerationalSupport . . . . . . . . . . . . . . . . . 13 Multichannel Support . . . . . . . . . . . . . . . . . . . 14 Anytime,Anywhere,AnyDevice Support . . . . . . . . . . . 16 Collapsing Support Levels . . . . . . . . . . . . . . . . . 18 24/7Support . . . . . . . . . . . . . . . . . . . . . . . 19 Fee-BasedSupport . . . . . . . . . . . . . . . . . . . . 20 Global Support . . . . . . . . . . . . . . . . . . . . . . 20 UseofBest Practice Frameworks andStandards . . . . . . . . . . . . . . . . . . . . . 22 Outsourcing . . . . . . . . . . . . . . . . . . . . . . . 23 Service Deskasa Profession . . . . . . . . . . . . . . . . 24 TheService DeskAnalyst’sRolein the Customer Service Value Chain . . . . . . . . . . . . . . . . . . . . 25 Influencing CustomerPerception . . . . . . . . . . . . . . 27 Understanding CustomerNeedsand Managing Expectations . . . . . . . . . . . . . . . . . 30 Demonstratinga Positive CanDoAttitude . . . . . . . . . . . 33 GoingtheExtraMile . . . . . . . . . . . . . . . . . . . . 34 Developing the Right MixofSkills . . . . . . . . . . . . . . . 36 ChapterSummary . . . . . . . . . . . . . . . . . . . . . . 38 KeyTerms . . . . . . . . . . . . . . . . . . . . . . . . . 38 ReviewQuestions . . . . . . . . . . . . . . . . . . . . . . 43 DiscussionQuestions . . . . . . . . . . . . . . . . . . . . 44 Hands-OnProjects . . . . . . . . . . . . . . . . . . . . . . 44 Case Projects . . . . . . . . . . . . . . . . . . . . . . . 47 Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. CHAPTER 2 Developing Strong Listening and Communication Skills . . . . . . . . . . . . 49 ThePowerofActiveListening . . . . . . . . . . . . . . . . . 50 TheImportance ofListening . . . . . . . . . . . . . . . . 51 BeinganActive Listener . . . . . . . . . . . . . . . . . . 51 v TheBenefits ofActiveListening . . . . . . . . . . . . . . . 57 Avoiding Distractions That PreventGoodListening . . . . . . . 58 Knowing What to Listen For . . . . . . . . . . . . . . . . . 61 Communicating withCustomers . . . . . . . . . . . . . . . . 63 Building Rapport andTrust with Customers . . . . . . . . . . 63 Identifying andUnderstanding Customer Communication Styles . . . . . . . . . . . . . . . . . . 74 Speaking the Customer’sLanguage . . . . . . . . . . . . . 76 ChapterSummary . . . . . . . . . . . . . . . . . . . . . . 77 KeyTerms . . . . . . . . . . . . . . . . . . . . . . . . . 78 ReviewQuestions . . . . . . . . . . . . . . . . . . . . . . 79 DiscussionQuestions . . . . . . . . . . . . . . . . . . . . 80 Hands-OnProjects . . . . . . . . . . . . . . . . . . . . . . 81 Case Projects . . . . . . . . . . . . . . . . . . . . . . . 82 CHAPTER 3 Winning Telephone Skills . . . . . . . . . . . 85 Creating a Positive TelephoneImage . . . . . . . . . . . . . . 86 Understanding the Powerofthe Telephone . . . . . . . . . . 86 Handling Calls Professionallyfrom Startto Finish . . . . . . . 95 Avoiding the MostCommonTelephone Mistakes . . . . . . . 107 Fine-Tuning Your Telephone Skills . . . . . . . . . . . . . . 113 Self-Study . . . . . . . . . . . . . . . . . . . . . . . 114 Monitoring . . . . . . . . . . . . . . . . . . . . . . . 114 CustomerSatisfactionSurveys . . . . . . . . . . . . . . 117 Letting Your Caring Attitude Shine Through . . . . . . . . . . 120 ChapterSummary . . . . . . . . . . . . . . . . . . . . . 121 KeyTerms . . . . . . . . . . . . . . . . . . . . . . . . 122 ReviewQuestions . . . . . . . . . . . . . . . . . . . . . 124 DiscussionQuestions . . . . . . . . . . . . . . . . . . . 125 Hands-OnProjects . . . . . . . . . . . . . . . . . . . . . 125 Case Projects . . . . . . . . . . . . . . . . . . . . . . 127 CHAPTER 4 Technical Writing Skills for Support Professionals . . 129 Technology-DeliveredSupport . . . . . . . . . . . . . . . . 130 TheServiceDeskAnalyst’sRolein a Technology-Centric World . . . . . . . . . . . . . . . . . . . . . . . . 131 Enabling CustomerSelf-Service . . . . . . . . . . . . . . 133 Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. CONTENTS CustomerSupportvia the Internet . . . . . . . . . . . . . 134 Using Email Effectivelyto Communicatewith Customers . . . 136 Using Instant MessagingandOnline Chat to Facilitate Communication . . . . . . . . . . . . . . . . . . . . 138 Using andCreating Knowledge Bases . . . . . . . . . . . 143 vi Writing Service DeskDocuments . . . . . . . . . . . . . . 146 Tickets . . . . . . . . . . . . . . . . . . . . . . . . 147 EmailMessages . . . . . . . . . . . . . . . . . . . . 149 IMandChat Messages . . . . . . . . . . . . . . . . . . 150 FAQs . . . . . . . . . . . . . . . . . . . . . . . . . 150 KnowledgeManagement System Solutions . . . . . . . . . 151 Blogs . . . . . . . . . . . . . . . . . . . . . . . . . 154 Scripts . . . . . . . . . . . . . . . . . . . . . . . . 155 Reports . . . . . . . . . . . . . . . . . . . . . . . . 156 Procedures . . . . . . . . . . . . . . . . . . . . . . . 157 ImprovingYourTechnical Writing Skills . . . . . . . . . . . . 161 TechnicalWriting Best Practices . . . . . . . . . . . . . . 161 EmailBest Practices . . . . . . . . . . . . . . . . . . . 168 Writing foraGlobalAudience . . . . . . . . . . . . . . . 177 ChapterSummary . . . . . . . . . . . . . . . . . . . . . 179 KeyTerms . . . . . . . . . . . . . . . . . . . . . . . . 179 ReviewQuestions . . . . . . . . . . . . . . . . . . . . . 181 DiscussionQuestions . . . . . . . . . . . . . . . . . . . 183 Hands-OnProjects . . . . . . . . . . . . . . . . . . . . . 183 Case Projects . . . . . . . . . . . . . . . . . . . . . . 184 CHAPTER 5 Handling Difficult Customer Situations . . . 187 ThePowerofa Positive Attitude . . . . . . . . . . . . . . . 188 Understanding CustomerBehavior . . . . . . . . . . . . . 189 Winning OverDifficultCustomers . . . . . . . . . . . . . 194 Calming Irate Customers . . . . . . . . . . . . . . . . . 198 Repairing a DamagedCustomerRelationship . . . . . . . . 202 Keeping Yourselfin Control . . . . . . . . . . . . . . . . . 203 LearntoRespond,Not React . . . . . . . . . . . . . . . 204 StayCalm underPressure . . . . . . . . . . . . . . . . 204 Get ReadyforYourNext Contact . . . . . . . . . . . . . 209 ChapterSummary . . . . . . . . . . . . . . . . . . . . . 211 KeyTerms . . . . . . . . . . . . . . . . . . . . . . . . 211 ReviewQuestions . . . . . . . . . . . . . . . . . . . . . 212 DiscussionQuestions . . . . . . . . . . . . . . . . . . . 213 Hands-OnProjects . . . . . . . . . . . . . . . . . . . . . 214 Case Projects . . . . . . . . . . . . . . . . . . . . . . 218 Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. CHAPTER 6 Solving and Preventing Incidents and Problems . . . . . . . . . . . . . . . 221 Using Processes toResolveIncidents andProblems . . . . . . 225 Solving Incidents Methodically . . . . . . . . . . . . . . . . 227 Step1:GatherAllAvailable Data andCreateInformation . . . 229 vii Step2:Diagnosethe Incident . . . . . . . . . . . . . . . 233 Simulate the Customer’sActions . . . . . . . . . . . . . 237 UseDiagnosticTools . . . . . . . . . . . . . . . . . . 240 Step3:DevelopandExecute aCourseofAction . . . . . . . 242 Knowing When toEngage AdditionalResources . . . . . . . 244 Taking Ownership . . . . . . . . . . . . . . . . . . . . . 245 Incident OwnerResponsibilities . . . . . . . . . . . . . . 246 Providing Status Updatesto Management andCustomers . . . 247 Building GoodRelationships withOtherSupport Groups . . . . 249 Closing Incidents . . . . . . . . . . . . . . . . . . . . 254 Focusingon Prevention . . . . . . . . . . . . . . . . . . 255 Brainstorming . . . . . . . . . . . . . . . . . . . . . 255 Five Whys . . . . . . . . . . . . . . . . . . . . . . . 256 CauseandEffect Analysis . . . . . . . . . . . . . . . . 256 ParetoAnalysis . . . . . . . . . . . . . . . . . . . . . 257 Kepner-TregoeProblemAnalysis . . . . . . . . . . . . . 258 ChapterSummary . . . . . . . . . . . . . . . . . . . . . 259 KeyTerms . . . . . . . . . . . . . . . . . . . . . . . . 260 ReviewQuestions . . . . . . . . . . . . . . . . . . . . . 262 DiscussionQuestions . . . . . . . . . . . . . . . . . . . 263 Hands-OnProjects . . . . . . . . . . . . . . . . . . . . . 264 Case Projects . . . . . . . . . . . . . . . . . . . . . . 265 CHAPTER 7 Business Skills for Technical Professionals . 267 AcquiringandUsing Business Skillsin the Workplace . . . . . . 268 Obtaining RelevantBusiness Skills . . . . . . . . . . . . . 268 Obtaining IndustryKnowledge . . . . . . . . . . . . . . . 271 Understanding andSpeaking the LanguageofBusiness . . . . 273 Using Business Skillsto IdentifyandJustifyImprovement Opportunities . . . . . . . . . . . . . . . . . . . . . . 276 Using Data toIdentifyandQuantifyImprovement Opportunities . . . . . . . . . . . . . . . . . . . . . 276 Performing TrendandRoot Cause Analysis . . . . . . . . . 277 Communicating the FinancialBenefits ofImprovements . . . . 283 Using Presentations toCommunicate . . . . . . . . . . . . 287 Designing andMaking Presentations . . . . . . . . . . . . 288 AdvancedBusiness Skills forTechnical Professionals . . . . . . 295 Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

A guide to customer service skills for the service desk professional PDF

451 Pages·2015·7.548 MB·English

by Knapp, Donna

Checking for file health...

Save to my drive

Quick download

Download

Download A guide to customer service skills for the service desk professional PDF Free - Full Version

by Knapp, Donna| 2015| 451 pages| 7.548| English

Download A guide to customer service skills for the service desk professional by Knapp, Donna in PDF format completely FREE. No registration required, no payment needed. Get instant access to this valuable resource on PDFdrive.to!

Free Download PDF

About A guide to customer service skills for the service desk professional

No description available for this book.

Detailed Information

Author:	Knapp, Donna
Publication Year:	2015
ISBN:	1285063589
Pages:	451
Language:	English
File Size:	7.548
Format:	PDF
Price:	FREE

Download Free PDF

Safe & Secure Download - No registration required

Why Choose PDFdrive for Your Free A guide to customer service skills for the service desk professional Download?

100% Free: No hidden fees or subscriptions required for one book every day.
No Registration: Immediate access is available without creating accounts for one book every day.
Safe and Secure: Clean downloads without malware or viruses
Multiple Formats: PDF, MOBI, Mpub,... optimized for all devices
Educational Resource: Supporting knowledge sharing and learning

Frequently Asked Questions

Is it really free to download A guide to customer service skills for the service desk professional PDF?

Yes, on https://PDFdrive.to you can download A guide to customer service skills for the service desk professional by Knapp, Donna completely free. We don't require any payment, subscription, or registration to access this PDF file. For 3 books every day.

How can I read A guide to customer service skills for the service desk professional on my mobile device?

After downloading A guide to customer service skills for the service desk professional PDF, you can open it with any PDF reader app on your phone or tablet. We recommend using Adobe Acrobat Reader, Apple Books, or Google Play Books for the best reading experience.

Is this the full version of A guide to customer service skills for the service desk professional?

Yes, this is the complete PDF version of A guide to customer service skills for the service desk professional by Knapp, Donna. You will be able to read the entire content as in the printed version without missing any pages.

Is it legal to download A guide to customer service skills for the service desk professional PDF for free?

https://PDFdrive.to provides links to free educational resources available online. We do not store any files on our servers. Please be aware of copyright laws in your country before downloading.

The materials shared are intended for research, educational, and personal use in accordance with fair use principles.