Knapp, Donna. <br/><br/>
A guide to customer service skills for the service desk professional / 
Donna Knapp. 
 - 4th edition. 
 - Boston, USA ;  Cengage learning,   c2015. 
 - xvii, 430 p. :  black and white illustrations;   23 cm. 
<br/><br/> Includes appendix, glossary and index. 
<br/><br/><label>ISBN: </label>978 1 285 06358 4 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer service industry--Vocational guidance.<br/>Computer industry--Customer services.<br/>Computer technical support.
<br/><br/><label>Dewey Class. No.: </label>CIR 004.0688 K72g 2015