A Guide to Customer Service Skills for the Service Desk Professional

Good reading material, kinda dry in places. Used in college classes.

I received this as a rental. It came in okay condition. To my surprise class had a digital copy already set up for me. Which I declined since I already had the book. Did not use AT ALL. I did not open this book once this semester. Honestly you really don't need it. It's all common sense.

good read

The rental I received was on it's last leg. Otherwise, exactly what I Professor wanted.

Was a good book for school.

Required for class. Better books out there, but if it is required by the course, there are not many options for a student, is there? Cengage, the company that produces this and other educational courseware, has outsourced its Mason, Ohio-based IT staff to Cognizant. Just google Cengage, Ohio, Cognizant, and ComputerWorld and you can get the rest of that story. It is beyond shocking that a company that makes its money selling IT courseware to American colleges, replaces its existing U.S. IT staff with cheaper offshore labor. Does anyone else see the irony in this? Unbelievable.

This book was helpful but is outdated and was barely needed for class. Save yourself the headache and bookshelf space by renting instead. You will never need to reference this book again after the semester is over.

It's OK, it teach and open the mind of the user about the importance of Costumer Services. It also describes in great detail the performance and tools of the Service Desk. But some times I feel like the author is redundant with some topics.