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Beskrivelse
'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
