Introduction to Help Desk Concepts and Skills
McGraw-Hill Professional (Verlag)
978-0-07-821677-0 (ISBN)
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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.
Susan M. Sanderson has authored all Windows-based editions of Computers in the Medical Office. She has also written Case Studies for use with Computers in the Medical Office, Electronic Health Records for Allied Health Careers, and Practice Management and EHR: A Total Patient Encounter for Medisoftï¿ Clinical.In her more than fifteen years experience with Medisoft, Susan has participated in alpha and beta testing, worked with instructors to site-test materials, and provided technical support to McGraw-Hillcustomers.In 2009, Susan earned her CPEHR (Certified Professional in Electronic Health Records) certification. In addition, she is a member of the Healthcare Information and Management Systems Society (HIMSS) and the eLearning Guild. Susan is a graduate of Drew University with further study at Columbia University.
Introduction to Help Desk Concepts and Skills Chapter 1: Introduction to the Help Desk Chapter 2: Organization and People Chapter 3: Receiving the Incident Chapter 4: Processing and Resolving the Incident Chapter 5: Computer Telephony Integration Chapter 6: Web-Based Support Chapter 7: Performance Management Chapter 8: Knowledge Management Chapter 9: Asset and Security Management Chapter 10: Help Desk Survival Guide Help Desk Simulation Appendix: Introduction to HelpStar Glossary
| Erscheint lt. Verlag | 16.10.2003 |
|---|---|
| Zusatzinfo | 200 illustrations, glossary, index |
| Sprache | englisch |
| Maße | 211 x 272 mm |
| Gewicht | 780 g |
| Themenwelt | Informatik ► Office Programme ► Outlook |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| ISBN-10 | 0-07-821677-X / 007821677X |
| ISBN-13 | 978-0-07-821677-0 / 9780078216770 |
| Zustand | Neuware |
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