Download or read book Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Turtleback. This book was released on 1999-11-16 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.