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Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence: #Customer Service Excellence #Help Desk Training #Effective Communication Skills #Telephone Etiquette

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Book Details
Language
English
Publishers
Collection Skills (11 Mar. 2024)
Weight
0.16 KG
Publication Date
11/03/2024
ISBN-10
8197112134
Pages
133 pages
ISBN-13
9788197112133
Dimensions
13.97 x 0.76 x 21.59 cm
SKU
9788197112133
Author Name
Gerard Assey (Author)
Gerard is the SON of the MOST HIGH GOD, a Husband to a beautiful wife, June of 38 years (as of 2023), a Father of Four (a daughter and a son & their respective partners), Grandfather of 3 kings and a beautiful Princess, Preacher, Author, Business Management Consultant, Corporate Trainer, Voice Over Artist & here’s the best title…a Worshipper! Gerard is an ordinary guy following an extraordinary God! Gerard Assey is a Graduate in Economics, a PGD in Management (HRD) & holds a Doctorate in Leadership. He holds several International Diplomas in Sales, Collections, Training & Teaching, and is a ‘Fellow’ of the prestigious ‘Institute of Sales & Marketing Management’-UK, a Certified NLP Practitioner, a ‘Certified Trainer’, an ‘Accredited Management Teacher-Behavioral Sciences’, a ‘Certified Competency Facilitator’ and a ‘Certified Management Consultant’- (the International credentials of a professional management consultant, awarded in accordance with global standards of the ICMCI); He is also a Member of the ‘National Association of Sales Professionals’ & a Member of the ‘Institute of Management Consultants’ backed with several years experience in varied industries, both in India & Overseas. He also holds an ‘Etiquette Consultant’ Certification from the USA (by Sue Fox, Author of Best Seller: ‘Business Etiquette for Dummies’. She has trained some of the Royalty & Celebrities world over). Gerard was also a recipient of a scholarship for extensive training in Japan on ‘Corporate Management for India’. As a layman and on the secular side, Gerard is Chief Executive of Citius, Altius, Fortius, UNLIMITED- a group specializing in providing Training Solutions since 2002- to help people grow, thus enabling businesses to soar! Prior to this he has been managing large sales forces for several years. His company’s focus is on PEOPLE, PERFOMANCE, PROFIT by offering to their clients unique Content, Methodology, Delivery & additional Value, enabling them stand out from many others! Serving some top names, his organization has successfully conducted over 5980 Trainings & Workshops (as of Aug 23) all across India, Middle East, Africa, Europe & S.E. Asia ranging from: Sales, Debt Collection, Customer Service, Etiquette & Grooming to Managerial & Leadership Skills together with Programs for Self & Personal Development.On the Spiritual side, Gerard Assey, is a Worshipper of the True Living GOD- JESUS, and a Spiritual Son of Prophet Jerome Fernando, and had for over 9 years been serving as a Part-time Faculty at the Charis Bible College-Chennai (Andrew Wommack Ministries-Colorado, USA), for sessions on ‘Presentation and Preaching Skills’ along with ‘Biblical Leadership Skills & Other Trainings’. Besides Preaching & Teaching, he had also been on the board of a few international organizations – The Vine Charitable Trust (Part of ‘Anglo-Indian Concern’-UK), People of the Way Fellowship and for a few years on the board & past Managing Trustee of the Andrew Wommack Ministries-India, to name some.An author of several published secular books, some of them are:1. Bite-sized Bits on Commonsense Management2. Heart to Heart on Life’s Principles’3. How to become a Successful Manager4. The Sales Professionals’ Master Workbook of S.Y.S.T.E.M.S5. The Professional Business Email Etiquette Handbook & Guide6. The Professional Business Video-Conferencing Etiquette Handbook & Guide7. Professional Presentation Skills8. Exceptional Customer Service9. Professional Tele-Marketing Skills10. Professional Debt Collection Skills11. The G.R.E.A.T. Retail Sales & Service Workbook12. Sales Training Advantage for Results (The Ultimate Sales Training Manual to enable you stand out as a S.T.A.R.)13. CEO Daily Planner & Organizer14. The Sales Professionals' Master Daily Planner15. The Professional Debt Collector's Master Daily Planner16. My Daily Planner & Organizer17. MY EMERGENCY INFORMATION RECORD (Family Emergency & Peace of Mind Planner)18. The Ultimate Therapist & Counselors Planner and Organizer19. Building an Ethical Workplace20. Managing Relationships at Work21. Managing Business Meetings Effectively22. Effective Delegation Skills23. Goal Setting for Success24. B2B Selling by Email25. Professional Business Etiquette & Grooming26. Dining Etiquette & Table Manners27. Effective Networking Skills28. Grooming, Etiquette & Manners for Teens, Young Adults & Future Leaders29. Inter-Personal Skills30. Get Ready, Get Hired!31. Selling in a Recession32. Effective Receivables Management in an Economic Downturn!33. Real Estate & Property Sales Training34. Credit Sales & Accounts Receivable Management35. Selling Skills for Real Estate & Property Advisors36. Take G.R.E.A.T. C.A.R.E! 37. Spa, Salon & Health Club Selling Skills38. Selling Travel, Holiday & MICE Services39. Selling Skills for Spa’s, Salons & Health Clubs40. Retailing in Salons & Spas41. Selling Holiday, Vacation, Tours & Packages42. The Power of Sales Referrals43. Selling Luxury44. Technical Selling Skills45. Financial Advisors Sales Training46. Dealing with Burnout at Work47. Monopolize Your Markets…And his most recent Christian Books being: 1. A Bouquet of Praises for My KING2. Christian Jokes for the Serious Religious’ Folks! 3. Jesus Healed You!4. Praise24Ever! (also in Tamil version)5. The 5G Network of GOD6. Building Faith over F.E.A.R- FACE EVERYTHING AND RISE with JESUS7. Hebrew and Greek Praise and Worship Words8. Godly Mothers’ and Grandmothers’ Bible Story time for Kids!9. Miracles of Jesus in Pictures10. Raise your Praise all 365 Days11. Thanking GOD with an Attitude of Gratitude12. Meditating on the Attributes of GOD13. Puppet Scripts14. Shhh! Our Daddy GOD Speaks! (366 Promises from Daddy GOD!)15. Alcohol Ruins, JESUS Reforms, Renews & Restores!16. Habakkuk 2:2 Christian Daily Journal, Planner & Organizer17. ABC of GOD’s Word for Handwriting Practice18. Daily Bible Verse Handwriting Practice (Building Godly Character & Faith through Cursive Handwriting Practice!)Gerard has also produced a CD titled: HE HEALS TODAY! - A subject very close to his heart, and made available free of charge on website: www.JesusHealedYou.com. Read more about this authorRead less about this author
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‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence. ’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions.

From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset.

Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence.

This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. What the Book covers: PrefaceCrafting Lasting Impressions in Customer ServiceThe Importance of Customer ServiceKey Benefits of Providing Excellent Customer ServiceThe Roles, Responsibilities & Functions of a HELP DESK ProfessionalKEY Attributes, Traits and Qualities of Help Desk ProfessionalsTelephone Techniques and SkillsPre-Call Planning and PreparationDuring the Call: Steps to a Professional Service CallEffective Questioning and Listening SkillsOpen-ended Questions to get to the Root of Issues in Various Categories of IndustriesSteps to be a Good ListenerHandling Complaints and Angry CustomersResolving Complaints EffectivelyEmpowering Frontline Staff to Resolve IssuesPersonal (Face to Face) InteractionEnsuring Proper Grooming and Presenting a Professional ImageCustomer Care SkillsInternet Interaction (Email)Professional DO’s & DON’T’s of EmailingContinuous Improvement and TeamworkCoping with Stress in the Service IndustryTeamwork in Customer ServiceUnderstanding Customer BehaviorA Personality Assessment for Customer Service StaffIdentifying Different Customer TypesManaging Difficult People and Sensitive SituationsUnderstanding Users and Categorizing ThemTypical Incident Management ProcessImplementing a Successful Help Desk Skills Initiative: Action PlanEmpowering Help Desk Professionals for Excellence in Customer ServiceConclusion: Elevating Your Helpdesk JourneyAbout the Author.

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