Download or read book Customer Support Complete Certification Kit Study Book and Elearning Program written by Jean Browning and published by Emereo Publishing. This book was released on 2016-05-20 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Customer support Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer support subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer support concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer support Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer support Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer support Exam.

Download or read book Customer Service Complete Certification Kit Study Book and Elearning Program written by Sharon Levy and published by Emereo Publishing. This book was released on 2016-05-13 with total page 410 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Customer Service Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer Service subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer Service concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer Service Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer Service Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer Service Exam.

Download or read book Customer Service Representative Complete Certification Kit Study Book and Elearning Program written by Shane McFadden and published by Emereo Publishing. This book was released on 2016-05-20 with total page 62 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Customer service representative Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer service representative subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer service representative concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer service representative Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer service representative Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer service representative Exam.

Download or read book Customer Service Foundation Level Full Certification Kit Complete Skills Training and Support Steps to Remarkable Customer Service written by Ivanka Menken and published by Emereo Pty Limited. This book was released on 2009 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming. But that's not only the meat of the book, or what makes the book so useful. The book contains dialogues between customers and staff, showing how the various situations SHOULD be handled. Each one is to the point and the information for each one can be assimilated and learned from in a very few minutes. This book can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two dialogues, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them. It's quick to learn from. And it's real. The dialogues will strike home with you. You've had most of these situations - There is no better, faster book to learn how to deal with customers (especially the difficult customers), it's a One Stop Shopping for ideas, you won't be disappointed in this one: Customer service is for everyone. How can you inspire and rejuvenate your workforce? For supervisors who need to motivate their teams to provide excellent customer service, or for trainers in the workplace, this book will be welcome. By feeding manageable exercises that they can take back to work, You'll see creativity born of empowerment that can make a difference. Applicable in any job, accomplishment in customer service are those which the new employer will want to hear about. Addressing the dynamics of employees dealing with both internal and external customers, there are many ten-minute exercises, appropriate for new employee orientation, warm-ups for staff meetings, or launches for all-day training times, this book provides practical hints and easy-to-reproduce hand-outs without overloading the reader with theory. It's easy to satisfy low expectations and it doesn't mean very much. You have to create Customers who tell others how wonderful you are. You want everyone in your company focused on customers. Focused on creating stories your customers can tell others. This book gives you the road map to do it, all wrapped up in easy lessons. - Reveal Your Best Customer: reveal customer insights allowing you to provide more value. - Improve Customer Service with Customer Service Training. - Use it for Customer Service Rep call center and customer support training programs. - Create Expert, reliable customer support.

Download or read book Customer Experience Management Complete Certification Kit Study Book and Elearning Program written by Jennifer Curry and published by Emereo Publishing. This book was released on 2016-05-20 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Customer experience management Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Customer experience management subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Customer experience management concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Customer experience management Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Customer experience management Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Customer experience management Exam.

Download or read book Customer Service Expert Level Full Certification Kit Complete Skills Training and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience written by Ivanka Menken and published by Emereo Pty Limited. This book was released on 2009 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and managers. More than six out of ten people employed in customer-facing sales and service roles say that their manager's behavior towards them affects the level of customer service they deliver. The behavior of line management has a direct impact on the quality of service and brand experience that is extended to customers. Over three our of ten claim that the relationship with their manager 'always' impacted upon the customer experience they deliver. The relationship between managers and their teams is so bad that one in ten customer-facing workers consider it to be the biggest threat to their job security - as big a worry as the possibility of their jobs being outsourced. There's a host of indications that line managers are not fulfilling their responsibilities towards their teams. In short, managers are not managing. The extent to which managers are reneging on their responsibilities is illustrated by the fact that four out of ten managers communicate with their teams for just 30 minutes or less in an average day. Just over half of managers were found to converse with their teams for an hour a day or less. Given the apparent general lack of communication between manager and team, is it any wonder that the common perception of frontline workers is of individuals ill-equipped to resolve customer issues and unable to effectively communicate an organization's products, services and brand values? More often than not, Customer Service Supervisors and Managers have been promoted up the chain of command, and began in an entry level Customer Service position. Too rarely does this promotion come with corresponding training and support, to ensure our supervisors and managers are equipped to deal with their new role. It is time for a change. This book gives practical, concise help for delivering exceptional customer service: the book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training. This book and its accompanying eLearning course covers: The abcs of supervising others, Making the transition, Tips for learning the ropes quickly, Alpha leaders, Team building, Organizational shifts, Types of teams, Defining a team, Team norms, Beckhart's activities, Managing team conflict, Types of conflict, Team member preparation, Team leader's role in managing conflict, Learning to be a leader, What is a learning organization?, Are you a lifelong learner?, Five disciplines, Discipline: personal mastery, Discipline: mental models, Strategies for working with mental models, Discipline: shared vision, Discipline: team learning, Discipline: systems thinking, Coaching customer service staff, Defining coaching - two schools, Coaching skills, Interpersonal communication skills, Critical coaching skills, Powerful questions and active listening, Learning styles and principles, Adult learning principles, The coaching model, Coaching problems, A personal action plan, Motivating your workforce, What is motivation, The carrot, the whip and the plant, Maslow and herzberg's motivational theory, Fear and desire, Setting goals, Work values, What do we value in work?, Managing customer service, Identifying change, Identifying your customers, Creating excellence, Positive responses, Active listening, Effective complaint management, Glossary, Answer guide, Certification, Customer service certification pathway, How does the certification pathway work?, How do i achieve my expert level?, References

Download or read book Contact Center Complete Certification Kit Study Book and Elearning Program written by Cameron Bray and published by Emereo Publishing. This book was released on 2016-05-13 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Contact Center Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Contact Center subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Contact Center concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Contact Center Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Contact Center Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Contact Center Exam.

Download or read book Help Desk Technician Complete Certification Kit Book written by Ivanka Menken and published by Eloquent Books. This book was released on 2011 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt: Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions. A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities. Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed. This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam. About studying with The Art of Service: Earn your certification on your terms. Whether you choose to learn online or classroom based, you can count on a challenging curriculum and a supportive learning environment. Quality is what you expect. You'll get it-and a whole lot more. Your Education is Top of Mind: As a working student, we know that you're juggling the demands of family and work. So, you'll study online at your own pace. From the day you enroll, you'll see that it's all about you. From your initial direct needs to passing your certification - we help you every step of the way. In addition, you'll enjoy innovative technology. By accessing the online learning system, your book and tests, you'll be learning from techniques that The Art of Service pioneered. An Innovative Approach: Be part of an institution that has grown from an upstart in 1999 to becoming today's leading eLearning provider for IT Professionals. Students study from more than 200 countries. Because you'll be learning from trainers who have real-world experience, you'll be able to apply what you learn in class one day to your job, the next. With learning streams at all levels, you'll have choices and room to grow.

Download or read book Help Desk Technician Complete Certification Kit written by and published by . This book was released on 20?? with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Help Desk Technician Complete Certification Kit Study Book and Elearning Program written by Irene Dixon and published by Emereo Publishing. This book was released on 2016-05-13 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Help Desk Technician Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Help Desk Technician subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Help Desk Technician concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Help Desk Technician Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Help Desk Technician Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Help Desk Technician Exam.

Download or read book Customer Service Intermediate Level Full Certification Kit Complete Skills Training and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience written by Ivanka Menken and published by Emereo Pty Limited. This book was released on 2009 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Practical, concise help for dealing with customers: The book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training. We deal with Excellent, and not-so-good customer service every day. Customer Service is always on the agenda. However, these two words involve so much more than simply serving customers. It is solving problems, reassuring the uncertain, calming the infuriated, finding the lost and fixing the broken. The customer service professional is required to be jack-of-all trades to satisfy the expectations of the customer and promises of the company. Organizations know that their customer service staff are the frontline of their business. Sales positions are no longer filled with the unmotivated, the unfriendly, the unhelpful and the untrained personnel from yesteryear. They are the point of make-or-break sales and there is now a greater emphasis and importance on maintaining and improving high quality customer service and staff. Research has shown highly successful service organizations have lower marketing costs, fewer upset customers and more repeat business - customers are "voting with their feet" which is key when customer loyalty has become obsolete. An added bonus to good service is morale, job satisfaction is higher, and employee absenteeism and turnover are lower. This Customer Service Intermediate Certification Kit builds on the Foundation level, with this specific focus on Customer Service: - Customer Service and Contact Centers - Communication Strategies - Customer Relationship Management - Delivering Presentations and Public Speaking - Customer Service and Sales - Building Relationships with Customers - Customer Service and Retail - Conflict Resolution - Decision Making and Assertiveness

Download or read book Help Desk Technician Complete Certification Kit written by and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Help Desk Analyst Complete Certification Kit written by Ivanka Menken and published by Emereo Publishing. This book was released on 2010 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk analyst answers, ideas and solutions. Learn how to: - Gain employment as a Help Desk Analyst - Handle difficult customer calls - Manage common IT support calls - Gather ideas and feedback from customers - Build loyalty and trust through the power of community At it's most essential, a help desk gives customers a place to address their questions, problems, issues with a company's product or service. Without a help desk, companies lose a valuable opportunity to absorb a customer's negative experiences and turn them around. While usually there when something goes wrong, help desks are essential to overall positive customer experiences and client services. This book and certification is for any professional or company that's looking to offer professional-grade IT support service with very little effort. Using the benefits of elearning certification, The Art of Service has helped professionals in all industries move their help desk and customer support operations to the next level. Companies that can attest to the fact that with this book and course, the name of the game is simplification. The Help Desk Analyst Complete Certification course is built upon the idea that help desk support doesn't have to be complicated and cumbersome. Upon achieving your certification you'll be able to answer the following questions with confidence: - What are the most important things to consider when providing Help Desk support? - What are the industry-standard practices used to manage IT service delivery? - What skills are required to gain employment as a Help Desk analyst? - What are the recognized "best practices" for managing user requests and incidents? - What role can self-help play in supporting Help Desk services? - How do you calculate incident priority? - How effective is our existing reporting system? - What is required to automate the installation and configuration of the operating system? - What is missing in your Help Desk solution to help your business efficiently? - What does Customer Service mean to you? And many, many more.

Download or read book Help Center Complete Certification Kit Study Book and Elearning Program written by Ruth Guerrero and published by Emereo Publishing. This book was released on 2016-05-13 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Help Center Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Help Center subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Help Center concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Help Center Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Help Center Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Help Center Exam.

Download or read book Help Desk Complete Certification Kit Study Book and Elearning Program written by Jimmy Hampton and published by Emereo Publishing. This book was released on 2016-05-13 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Help Desk Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Help Desk subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Help Desk concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Help Desk Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Help Desk Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Help Desk Exam.

Download or read book Cloud Service Complete Certification Kit Study Book and Elearning Program written by Edwin Paul and published by Emereo Publishing. This book was released on 2016-05-13 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: This self-study Exam preparation guide and its accompanying online course for the Cloud Service Certification Exam contains everything you need to test yourself and pass the Exam. All Exam topics are covered and insider secrets, complete explanations of all Cloud Service subjects, test tricks and tips, numerous highly realistic sample questions, and exercises designed to strengthen understanding of Cloud Service concepts and prepare you for Exam success on the first attempt are provided. Included with your purchase: 1. This book 2. eLearning Course Access 3. PDF Course book 4. Exam 5. Upon successful completion of the course and exam, you will receive a personalized certificate Put your knowledge and experience to the test. Achieve Cloud Service Certification and accelerate your career with the included Exam. Can you imagine valuing a book and its course so much that you send the author a *Thank You* email? Tens of thousands of people understand why this is a worldwide best-seller. Is it the authors years of experience? The endless hours of ongoing research? The interviews with those who failed the Exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure you don't waste a single minute of your time studying any more than you absolutely have to? Actually, it's all of the above. This book and its accompanying online course includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the Cloud Service Exam on your FIRST try. How To Get Up to speed with the theory? Buy this. Read it. Do the eLearning Program. And Pass the Cloud Service Exam.

Download or read book Help Desk Technician Complete Certification Kit written by Tim Malone and published by Emereo Publishing. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions. A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities. Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed. This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam. Contents: CUSTOMER SERVICE PRINCIPLES: -FOUR COMPONENTS OF CUSTOMER SERVICE -CONFLICT RESOLUTION, What is Conflict? -TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict -DECISION MAKING AND ASSERTIVENESS, Seven Steps to Good Decision Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis - Evaluating the options quantitatively IT SERVICE MANAGEMENT THE SERVICE LIFECYCLE SERVICE DELIVERY PRINCIPLES: -CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities -CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management. SERVICE OPERATION PRINCIPLES: -SERVICE OPERATION FUNCTIONS -TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management -IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management -APPLICATION MANAGEMENT, Application Management Lifecycle -SERVICE OPERATION PROCESSES -EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities -PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase REQUIRED TECHNICAL KNOWLEDGE: -DESKTOP ENVIRONMENTS -STANDARD OPERATING ENVIRONMENTS (SOES) -MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks -MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access REVIEW QUESTIONS