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College of Western Idaho - Fall 12 | ||
Section 001 | ||
 | A Guide to Customer Service Skills for the Help Desk Professional, Second Edition (2nd Edition) by Donna Knapp Paperback, 384 Pages, Published 2004 ISBN-10: 0-619-21641-7 / 0619216417 ISBN-13: 978-0-619-21641-2 / 9780619216412 This text has been completely revised to focus on new business topics such as trend analysis, root cause analysis, cost benefit analysis, and measuring return on investment. With less of a focus on technology and more of a focus on "soft" and self-management skills, this book will help students suc | |