Introduction to Help Desk Concepts and Skills - Softcover

Sanderson, Susan

Softcover

ISBN 10: 007821677X ISBN 13: 9780078216770

Publisher: McGraw-Hill Education, 2003

Synopsis

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.

About this title

About the Author

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.

From the Back Cover

Essential IT Skills for On-the-Job Success

Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-understand style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun.

Inside this book, you will learn to:

• Identify the components of a successful help desk
• Understand the six steps required to process a call
• Accurately document calls
• Determine the root cause of a problem and evaluate possible solutions
• Understand how computer telephony integration (CTI) functions
• Use performance management methods
• Integrate asset management and security policies with technical support
• Learn effective communication skills to deal with a variety of situations and users

CD-ROM features:

• Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
• Audio recordings of sample Help Desk calls that demonstrate communication techniques

Each chapter includes:

• Learning Objectives
• Reading Check Exercises and Sample Scripts
• Chapter Summaries and Key Term Lists
• End-of-Chapter Quizzes, Projects, and Case Studies
• Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts

Edition details

• Publisher: McGraw-Hill Education
• Publication date: 2003
• Language: English
• ISBN 10: 007821677X
• ISBN 13: 9780078216770
• Binding: Paperback
• Number of pages: 464