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Mastering Professional Help Desk Skills

- A Comprehensive Guide for Customer Service Excellence: #Customer Service Excellence #Help Desk Training #Effective Communication Skills #Telephone Etiquette

Bag om Mastering Professional Help Desk Skills

'Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.' 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. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This 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. What the Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO's & DON'T's of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author

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  • Sprog:
  • Engelsk
  • ISBN:
  • 9788197112133
  • Indbinding:
  • Paperback
  • Udgivet:
  • 11. marts 2024
  • Størrelse:
  • 140x216x7 mm.
  • Vægt:
  • 163 g.
  • 2-3 uger.
  • 12. december 2024
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- Adgang til 70.000+ titler
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Beskrivelse af Mastering Professional Help Desk Skills

'Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.' 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.
Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This 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.
What the Book covers:
Preface
Crafting Lasting Impressions in Customer Service
The Importance of Customer Service
Key Benefits of Providing Excellent Customer Service
The Roles, Responsibilities & Functions of a HELP DESK Professional
KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills
Pre-Call Planning and Preparation
During the Call: Steps to a Professional Service Call
Effective Questioning and Listening Skills
Open-ended Questions to get to the Root of Issues in Various Categories of Industries
Steps to be a Good Listener
Handling Complaints and Angry Customers
Resolving Complaints Effectively
Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction
Ensuring Proper Grooming and Presenting a Professional Image
Customer Care Skills Internet Interaction (Email)
Professional DO's & DON'T's of Emailing Continuous Improvement and Teamwork
Coping with Stress in the Service Industry
Teamwork in Customer Service Understanding Customer Behavior
A Personality Assessment for Customer Service Staff
Identifying Different Customer Types
Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them
Typical Incident Management Process
Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey
About the Author

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