{"product_id":"mastering-professional-help-desk-skills-gerard-assey-9788197112133","title":"Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence: #Customer Service Excellence #Help Desk Training #Effe","description":"\u003cb\u003e'Mastering Professional Help Desk Skills: \u003c\/b\u003e \u003ci\u003eA Comprehensive Guide for Customer Service Excellence.'\u003c\/i\u003e is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities.\u003cbr\u003eThrough a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. \u003cp\u003e\u003c\/p\u003eThis guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations.\u003cbr\u003e\u003cb\u003eWhat the Book covers: \u003c\/b\u003e\u003cbr\u003ePreface\u003cbr\u003eCrafting Lasting Impressions in Customer Service\u003cbr\u003eThe Importance of Customer Service\u003cbr\u003eKey Benefits of Providing Excellent Customer Service\u003cbr\u003eThe Roles, Responsibilities \u0026amp; Functions of a HELP DESK Professional\u003cbr\u003eKEY Attributes, Traits and Qualities of Help Desk Professionals \u003cp\u003e\u003c\/p\u003eTelephone Techniques and Skills\u003cbr\u003ePre-Call Planning and Preparation\u003cbr\u003eDuring the Call: Steps to a Professional Service Call\u003cbr\u003eEffective Questioning and Listening Skills\u003cbr\u003eOpen-ended Questions to get to the Root of Issues in Various Categories of Industries\u003cbr\u003eSteps to be a Good Listener\u003cbr\u003eHandling Complaints and Angry Customers\u003cbr\u003eResolving Complaints Effectively\u003cbr\u003eEmpowering Frontline Staff to Resolve Issues \u003cp\u003e\u003c\/p\u003ePersonal (Face to Face) Interaction\u003cbr\u003eEnsuring Proper Grooming and Presenting a Professional Image\u003cbr\u003eCustomer Care Skills \u003cp\u003e\u003c\/p\u003eInternet Interaction (Email)\u003cbr\u003eProfessional DO's \u0026amp; DON'T's of Emailing \u003cp\u003e\u003c\/p\u003eContinuous Improvement and Teamwork\u003cbr\u003eCoping with Stress in the Service Industry\u003cbr\u003eTeamwork in Customer Service \u003cp\u003e\u003c\/p\u003eUnderstanding Customer Behavior\u003cbr\u003eA Personality Assessment for Customer Service Staff\u003cbr\u003eIdentifying Different Customer Types\u003cbr\u003eManaging Difficult People and Sensitive Situations \u003cp\u003e\u003c\/p\u003eUnderstanding Users and Categorizing Them\u003cbr\u003eTypical Incident Management Process\u003cbr\u003eImplementing a Successful Help Desk Skills Initiative: Action Plan \u003cp\u003e\u003c\/p\u003eEmpowering Help Desk Professionals for Excellence in Customer Service \u003cp\u003e\u003c\/p\u003eConclusion: Elevating Your Helpdesk Journey\u003cbr\u003eAbout the Author\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Gerard Assey\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 8197112134\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9788197112133\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Collection Skills\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 03\/11\/2024\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 134\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.36lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.50h x 5.50w x 0.29d","brand":"Gerard Assey","offers":[{"title":"Paperback","offer_id":48623355592959,"sku":"9788197112133","price":9.99,"currency_code":"USD","in_stock":true}],"url":"https:\/\/www.whiterainbookhouse.com\/products\/mastering-professional-help-desk-skills-gerard-assey-9788197112133","provider":"WR Book House","version":"1.0","type":"link"}