The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. A Guide to Customer Service Skills for the Service Desk Professional 4th Edition is written by Donna Knapp and published by Cengage Learning. ISBNs for A Guide to Customer Service Skills for the Service Desk Professional are 9798214336589, and the print ISBNs are 9781285063584, 1285063589. Additional ISBNs include 9781305461253, 9781285290034, 9780357539057, 9781337413473, 9781305445871.