Chapter 3: Winning Telephone Skills A Guide to Customer Service Skills for the Help Desk Professional Second Edition.
Mar2007 Avoiding Hiring Mistakes Updated
Chapter 5: Handling Difficult Customer Situations A Guide to Customer Service Skills for the Help Desk Professional Second Edition.
Chapter 7: Business Skills for Technical Professionals A Guide to Customer Service Skills for the Help Desk Professional Second Edition.
Dennis Bottjer Solutions Architect April Dunnam Lead SharePoint Consultant/Developer Building Public Web Sites With SharePoint Online.
Chapter 8: Teams and Team Players in a Help Desk Setting A Guide to Customer Service Skills for the Help Desk Professional Second Edition.
Dennis Bottjer Solutions Architect April Dunnam Lead SharePoint Consultant/Developer
