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Barbara Czegel
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Help Desk Practitioner′s Handbook Capa comum – 16 junho 2010

Edição Inglês por Barbara Czegel (Autor)
4,2 4,2 de 5 estrelas 5 avaliações de clientes
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Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner′s Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem–solver and deriving greater satisfaction from your job. Barbara Czegel, North America′s most well–known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real–world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
∗ Eleven effective listening habits that improve your ability to solve problems
∗ Techniques for increasing the speed and accuracy of problem resolution
∗ Early warning systems and layered strategies for problem control
∗ Tools for reducing calls and eliminating problems before they occur
∗ A simple, step–by–step process for doing cost justifications
∗ Methods for turning Help Desk interactions into marketing opportunities
Visit our Web site at www.wiley.com/compbooks/
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  1. Número de páginas
    432 páginas
  2. Idioma
    Inglês
  3. Editora
    John Wiley & Sons
  4. Data da publicação
    16 junho 2010
  5. Dimensões
    19.05 x 2.51 x 23.5 cm
  6. ISBN-10
    0471319929
  7. ISBN-13
    978-0471319924
  8. Ver todos os detalhes
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Descrição do produto

Contracapa

Your complete guide to surviving and thriving as a Help Desk practitioner

Help Desk Practitioner′s Handbook

The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem–solver and deriving greater satisfaction from your job. Barbara Czegel, North America′s most well–known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real–world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
∗ Eleven effective listening habits that improve your ability to solve problems
∗ Techniques for increasing the speed and accuracy of problem resolution
∗ Early warning systems and layered strategies for problem control
∗ Tools for reducing calls and eliminating problems before they occur
∗ A simple, step–by–step process for doing cost justifications
∗ Methods for turning Help Desk interactions into marketing opportunities

Visit our Web site at www.wiley.com/compbooks/

Sobre o Autor

BARBARA CZEGEL is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is a member of the Help Desk Institute and the Support Services Association. Her other books include Running an Effective Help Desk, Second Edition, also available from Wiley.

Detalhes do produto

  • Editora ‏ : ‎ John Wiley & Sons; 1ª edição (16 junho 2010)
  • Idioma ‏ : ‎ Inglês
  • Capa comum ‏ : ‎ 432 páginas
  • ISBN-10 ‏ : ‎ 0471319929
  • ISBN-13 ‏ : ‎ 978-0471319924
  • Dimensões ‏ : ‎ 19.05 x 2.51 x 23.5 cm
  • Avaliações dos clientes:
    4,2 4,2 de 5 estrelas 5 avaliações de clientes

Sobre o autor

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Barbara Czegel

Barbara Czegel

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4,2 de 5 estrelas
4,2 de 5
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amazonlover
5,0 de 5 estrelas A "must-have"..
Avaliado nos Estados Unidos em 14 de dezembro de 2014
Compra verificada
Very insightful book. Books like this can be an extra tool to assist you in your field of study and certainly a very necessary element to the next level.
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Travis
3,0 de 5 estrelas Great resource, but it's out-of-date
Avaliado nos Estados Unidos em 2 de setembro de 2013
Compra verificada
This is an excellent resource, however I would recommend coupling it with a newer resource as well. There's a lot of information in this book that is relevant and still useful, but you need to take an extra approach to make sure you're not operating like it's 1999. This book is in desperate need of an update but since it mostly focuses on providing customer service, a lot of those skills are still valid - even I learned a couple of things that I was doing incorrectly or needed to improve on. This book is written for everyone - from a help desk associate to a help desk manager. If you do decide to purchase, couple it with another book about providing service that's more current.
1 pessoa achou isso útil
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Yudelka Mejia
5,0 de 5 estrelas Five Stars
Avaliado nos Estados Unidos em 23 de agosto de 2014
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