McGraw-Hill Education Introduction to Help Desk Concepts and Skills

Introduction to Help Desk Skills and Concepts is designed to teach students: The importance and benefits of measuring the delivery of customer support. How to create positive interactions with customers. How to identify customer needs. How to meet customer expectations. How to deal effectively with a variety of costomer situations. How to work with unrealistic or angry customers. How to gain satisfied customers through better listening. How to use basic tools and technologies used in the customer support industry.