000			00710nam a22001937a 4500
008			170113b xxu||||| |||| 00| 0 eng d
020			_a978 1 285 06358 4
082			_aCIR 004.0688 K72g 2015
100			_aKnapp, Donna.
245			_aA guide to customer service skills for the service desk professional / _cDonna Knapp.
250			_a4th edition.
260			_aBoston, USA ; _bCengage learning, _cc2015.
300			_axvii, 430 p. : _bblack and white illustrations; _c23 cm.
500			_aIncludes appendix, glossary and index.
650			_aComputer service industry _xVocational guidance.
650			_aComputer industry _xCustomer services.
650			_aComputer technical support.
942			_2ddc _cBK
999			_c5590 _d5590