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Author: Kitt Wakeley
Publisher: HC Pro, Inc.
Published: 2005
Total Pages: 134
ISBN-13: 9781578395743
DOWNLOAD EBOOKThe skilled services troubleshooter takes the mystery out of skilled services and explains exactly when to skill a resident based on government regulations and proven strategies. Never again will you miss out on the benefits and reimbursement you and your resident deserve because you were unsure about the proper rules.
Author: Gerard Assey
Publisher: Gerard Assey
Published: 2024-03-11
Total Pages: 133
ISBN-13:
DOWNLOAD EBOOK‘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. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author
Author: Rob Botwright
Publisher: Rob Botwright
Published: 101-01-01
Total Pages: 223
ISBN-13: 1839387661
DOWNLOAD EBOOK🚀 Welcome to the ultimate resource for mastering IT troubleshooting skills! 🛠️ Introducing the "IT Troubleshooting Skills Training" book bundle, your comprehensive toolkit for navigating the complexities of IT problem-solving like a pro. 📚 Whether you're an aspiring analyst or a seasoned manager, this bundle is your passport to success in the fast-paced world of IT. 💼 📘 Book 1 - Foundations of IT Troubleshooting: A Beginner's Guide Embark on your journey to IT mastery with this essential beginner's guide. From understanding the basics of IT systems to learning foundational troubleshooting methodologies, this book lays the groundwork for your success. 📗 Book 2 - Mastering Common IT Issues: Intermediate Troubleshooting Techniques Take your skills to the next level with intermediate troubleshooting techniques. Dive deep into resolving common IT issues with precision and efficiency, equipping yourself with the tools needed to tackle everyday challenges head-on. 📕 Book 3 - Advanced IT Problem-Solving Strategies: Expert-Level Troubleshooting Become an IT troubleshooting virtuoso with advanced problem-solving strategies. Learn how to tackle complex issues like a seasoned pro, leveraging expert-level techniques to overcome even the toughest IT challenges. 📙 Book 4 - Beyond the Basics: Specialized Approaches in IT Troubleshooting Explore the cutting-edge of IT troubleshooting with specialized approaches. From cloud computing to cybersecurity, this book delves into the latest trends and innovations, equipping you with the knowledge needed to stay ahead of the curve. With practical guidance, real-world examples, and actionable insights, the "IT Troubleshooting Skills Training" book bundle is your go-to resource for mastering IT problem-solving. 🌟 Don't let IT issues hold you back – unlock your full potential and become a troubleshooting superstar today! 💪 Order now and take the first step towards IT excellence. 🎉
Author: Darril Gibson
Publisher: Pearson IT Certification
Published: 2014-10-27
Total Pages: 450
ISBN-13: 0133571858
DOWNLOAD EBOOKAll of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Author: Wayne Schlicht
Publisher: Build a Help Desk Consulting LLC
Published: 2019-09-29
Total Pages: 330
ISBN-13: 1696388414
DOWNLOAD EBOOKDo you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
Author: Robert Brenner
Publisher: Elsevier
Published: 1998-08-26
Total Pages: 453
ISBN-13: 0080520472
DOWNLOAD EBOOKThe labor costs of even a minor VCR repair are very high, and warranties typically only cover the first 90 days of ownership. The first four chapters of this practical guide allow do-it-yourselfers to take charge of maintaining and repairing their own VCRs for optimum performance. Basic VCR and recording principles are explained so you can gain a better understanding of how your machine operates. Advanced troubleshooting techniques covered in the later chapters allow technicians and advanced hobbyists to make more complex repairs and adjustments. Basic troubleshooting guidelines and flow charts aid in diagnosis, including chassis and mechanical failures. VCR Troubleshooting & Repair, focuses on preventative maintenance. Basic electronics principles are presented as they relate to VCR performance. THE AUTHORSGregory R. Capelo is the owner of a VCR and VTR repair facility in El Cajon, California. He has serviced broadcast, consumer, and industrial video equipment for more than 14 years. He has taught numerous technical courses to private, government, and industrial technicians on the theory and maintenance of video and television equipment. Currently a trainer for Panasonic, he has been an expert witness in VCR patent infringement cases.Robert C. Brenner is an engineer and lecturer with extensive experience in microcomputers and system repair. He has written several successful books, including earlier editions of VCR Troubleshooting and Repair. - Revised with technical input from major VCR manufacturers - Step-by-step details to maximize performance - How to avoid breakdowns
Author: Donna Knapp
Publisher: Course Technology
Published: 2004-11
Total Pages: 408
ISBN-13:
DOWNLOAD EBOOKThis detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.
Author: American Council on Education
Publisher:
Published: 1977
Total Pages: 196
ISBN-13:
DOWNLOAD EBOOKAuthor: Tony Campbell
Publisher: Packt Publishing Ltd
Published: 2016-03-22
Total Pages: 171
ISBN-13: 1783986891
DOWNLOAD EBOOKGet unstuck and start stacking! About This Book Easily fix the nagging problems that commonly plague OpenStack and become the go-to person in your organization Get better equipped to troubleshoot and solve common problems in performance, availability, and automation that confront production-ready OpenStack environments Save time and decrease frustration by solving significant issues that arise from OpenStack deployments pertaining to storage and networking Who This Book Is For You will need a basic understanding of OpenStack, Linux, and Cloud computing. If you have an understanding of Linux, this book will help you leverage that knowledge in the world of OpenStack, giving you confidence to tackle most issues that may arise. What You Will Learn Diagnose and remediate authentication and authorization problems in Keystone Fix common issues with images served through Glance Master the art of troubleshooting Neutron networking Navigate and overcome problems with Nova Troubleshoot and resolve Cinder block storage issues Identify and correct Swift object storage problems Isolate and fix issues caused by Heat orchestration Leverage Ceilometer and other metering and monitoring tools for effective troubleshooting In Detail OpenStack is a collection of software projects that work together to provide a cloud fabric. OpenStack is one of the fastest growing open source projects in history that unlocks cloud computing for everyone. With OpenStack, you are able to create public or private clouds on your own hardware. The flexibility and control afforded by OpenStack puts the cloud within reach of anyone willing to learn this technology. Starting with an introduction to OpenStack troubleshooting tools, we'll walk through each OpenStack service and how you can quickly diagnose, troubleshoot, and correct problems in your OpenStack. Understanding the various projects and how they interact is essential for anyone attempting to troubleshoot an OpenStack cloud. We will start by explaining each of the major components and the dependencies between them, and move on to show you how to identify and utilize an effective set of OpenStack troubleshooting tools and fix common Keystone problems. Next, we will expose you to common errors and problems you may encounter when using the OpenStack Block Storage service (Cinder). We will then examine Heat, the OpenStack Orchestration Service, where you will learn how to trace errors, determine their root cause, and effectively correct the issue. Finally, you will get to know the best practices to architect your OpenStack cloud in order to achieve optimal performance, availability, and reliability. Style and approach This is straight-to-the point guide to fixing your OpenStack cluster. Common problems are identified and suggestions to resolve these problems are presented in a simple, easy-to-understand manner.
Author:
Publisher:
Published: 1992-05-25
Total Pages: 48
ISBN-13:
DOWNLOAD EBOOKFor more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce.
