Download Ebook A Guide to Customer Service Skills for the Service Desk Professional

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A Guide to Customer Service Skills for the Service Desk Professional

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About the Author

An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."

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Product details

Paperback: 544 pages

Publisher: Cengage Learning; 4 edition (May 7, 2014)

Language: English

ISBN-10: 1285063589

ISBN-13: 978-1285063584

Product Dimensions:

7.2 x 0.8 x 9 inches

Shipping Weight: 1.5 pounds (View shipping rates and policies)

Average Customer Review:

3.1 out of 5 stars

12 customer reviews

Amazon Best Sellers Rank:

#161,611 in Books (See Top 100 in Books)

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.

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.

This book was pure torture to read. And I learned nothing about solving helpdesk problems. This is all about managing people and the issues could have been addressed in literally any book about emotional intelligence and the service industry. I hated the class, but it was a requirement.

As someone who is in customer service everyday, this book did not really help me much. But it did get me though my class!

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

good read

Was a good book for school.

It's a readable book but does have water damaged. I do not want to be charged for it.

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PDF Download Narcissistic Fathers: Dealing with a Self-Absorbed Father and Healing from Narcissistic Abuse

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Product details

Paperback: 128 pages

Publisher: Independently published (February 27, 2019)

Language: English

ISBN-10: 1796488003

ISBN-13: 978-1796488005

Product Dimensions:

6 x 0.3 x 9 inches

Shipping Weight: 8.8 ounces (View shipping rates and policies)

Average Customer Review:

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Amazon Best Sellers Rank:

#43,932 in Books (See Top 100 in Books)

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PDF Ebook You Don't Know What You Don't Know: Everything You Need to Know to Buy or Sell a Business, by Terry Lammers

PDF Ebook You Don't Know What You Don't Know: Everything You Need to Know to Buy or Sell a Business, by Terry Lammers

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You Don't Know What You Don't Know: Everything You Need to Know to Buy or Sell a Business, by Terry Lammers

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About the Author

Terry Lammers, CVA, is the former President and Owner of Tri-County Petroleum, Inc., a wholesale fuel and lubricants supplier that serviced southern Illinois and the St. Louis metropolitan area. In eighteen years, Terry grew that business from $750,000 in sales to over $42,000,000, a process that included the acquisition of eleven different companies. After he sold the business, Terry spent over three years with Regions Bank as a Vice President of Commercial Banking.In July 2014, Terry teamed up with a partner to launch Innovative Business Advisors, a comprehensive business brokerage firm that helps people buy and sell companies, performs business valuations, and provides exit planning. You can contact Terry at Terry@Innovativeba.com or visit their website at www.Innovativeba.com. Terry has a wife, three children, and a hilarious sense of humor, and he makes his home in southern Illinois.

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Product details

Paperback: 164 pages

Publisher: Stonebrook Publishing (July 8, 2017)

Language: English

ISBN-10: 0997521015

ISBN-13: 978-0997521016

Product Dimensions:

5 x 0.4 x 7 inches

Shipping Weight: 7.5 ounces (View shipping rates and policies)

Average Customer Review:

4.9 out of 5 stars

14 customer reviews

Amazon Best Sellers Rank:

#97,747 in Books (See Top 100 in Books)

This was a worth while read! The author gives very practical advice for business owners in any stage. It’s obvious the author has extensive knowledge of the mergers and acquisitions business. It was a straight forward, easy read. I'm an avid book reader and found this one to be totally worth my time to read. I walked away more confident in areas I’m succeeding at while also getting a better sense of where I need to work harder in my business.”

Great advice for any business owner or anyone wanting to buy a business.

This book is well written in a voice that is both informative and entertaining. I am a Business Broker ($1M to $20M) and I give this book to potential clients that are interested in selling their business at our first meeting. At our second meeting after they have read the book, I find that they are better informed regarding the whole process and they have a better understanding of the evaluation process and the reasons that go into the price that they can expect for their company. I also represent buyers and I have found that after they have read the book they have a clearer and more informed understanding of the process and are at ease in making an informed decision on what they will pay. This book has saved me a lot of time in getting both parties to a sale/purchase point as Terry has covered points that they were aware of and many that they did not know, especially the logic that bankers use in determining their interest in funding the purchase. A great book.

If you have a business or are thinking of buying a business 'You Don't Know What You Don't Know' is a must read. Terry has a gift for relating his experiences and providing practical guidance for running, building, buying or selling a business. As a previous business owner, I know from personal experience that Terry's know-how would have been invaluable when selling my own company. Thankfully, you don't need to go it alone, you have Terry Lammers by your side!

This is an easy read full of no nonsense practical advice that is good for any business owner regardless of their interest in selling their business. The discussion on cash flow, banks and company valuation will help any business owner. Running your company as if you are going to sell it even if you do not plan to is the best strategy. Terry's background as a business owner, banker and business coach positions him very nicely to be very credible and knowledgeable.

What a great read! Very easy to read and understand. Though I do not plan to sell my business now, I now can start to think about doing so in the future by following a number of the things mentioned in this book! I highly encourage you to buy and read this book. It will help in so many ways to prepare your business when the time comes to sell it if that is your end goal.

I liked the writing as direct and as if you are learning by experience. The information comes across as if you were working through the steps and encountering the difficulties in the buying and selling of a business. Well worth the purchase. Quick read, exactly as how a CEO would write.

Terry's book provides very important information in a format that is easy to read. It provides you the opportunity to learn from his experience as well as few tips on how to improve your position to buy and sell.S.K.

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Ebook Free The Perineum Technique

Ebook Free The Perineum Technique

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Review

“With a maze of complex emotions, skillful symbolism, and relatable romantic situations, this book is a head game begging to be played.” - Publishers Weekly“The Perineum Technique pushes the comics form to new and tantalizing levels of invention.” - PopMatters“A very heady comic that's fun and easy to read.” - The Comics Journal“The obelisk sequences are iconic, with a whisper of Moebius.” - Multiversity Comics

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About the Author

Jérôme Mulot is best known for his comics collaborations with Ruppert; each French artist both writes and draws. The two met at the National School of art in Dijon and began publishing their creations in their fanzine Del Adventure. Together they won the Revelation Prize from the Angouleme International Comics Festival for Barrel of Monkeys (Panier de Singe). They began publishing the crime fiction le Grande Odalisque in 2012.Florent Ruppert is a French comics writer and artist who frequently collaborates with Mulot. The two met at the National School of art in Dijon and began publishing their creations in their fanzine Del Adventure. Together, they won the Revelation Prize from the Angouleme International Comics Festival for Barrel of Monkeys (Panier de Singe). They began publishing the crime fiction le Grande Odalisque in 2012.

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Product details

Hardcover: 112 pages

Publisher: Fantagraphics; 1 edition (March 5, 2019)

Language: English

ISBN-10: 1683961838

ISBN-13: 978-1683961833

Product Dimensions:

8.3 x 0.6 x 10.8 inches

Shipping Weight: 1.2 pounds (View shipping rates and policies)

Average Customer Review:

Be the first to review this item

Amazon Best Sellers Rank:

#74,079 in Books (See Top 100 in Books)

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Download PDF , by Kathryn Clay

Download PDF , by Kathryn Clay

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Product details

File Size: 129127 KB

Print Length: 32 pages

Publisher: Capstone Press (December 21, 2015)

Publication Date: December 21, 2015

Sold by: Amazon Digital Services LLC

Language: English

ASIN: B0189AI4K0

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#42,463 Paid in Kindle Store (See Top 100 Paid in Kindle Store)

My oldest granddaughter loves this book. I will get the rest of the series for her.

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Free Ebook Single-Case Research Designs: Methods for Clinical and Applied Settings

Free Ebook Single-Case Research Designs: Methods for Clinical and Applied Settings

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After getting some factors of exactly how this Single-Case Research Designs: Methods For Clinical And Applied Settings, you have to feel that it is very appropriate for you. Yet, when you have no idea concerning this publication, it will be much better for you to try analysis this book. After reviewing page by web page in just your extra time, you can see exactly how this publication will help your life.

Review

Kazdin's book as written is readable and concise; Kazdin concisely tells the bewildered graduate student exactly what s/he needs to know to conduct single-case research. The book is full of examples that elucidate the text, and it's highly readable. However, it does need updating for the reasons that Kazdin outlined. I am excited about the possibility of having a revised book available. This is a wonderful project, and I look forward to the finished project. I think I can say that I am certain (9-10 on a scale of 10) to adopt this book for my masters' students pursuing their theses. -M.G. Lancaster, Professor of Counseling and Special Education, Midwestern State University Many of my students ask me why I require a book published in 1982. My reply has been that it is an excellent book and covers the issues well. What was true in 1982 is still true in 2006 and the content is worth the use of the book. With an updated version, this revision will use the 1982 text as a base for an expansion and updating that is very relevant, and I expect that this 2nd edition will be an excellent contribution, well written and informative. I will certainly adopt the revised book as a required text (10 on a scale of 10). -Trevor F. Stokes, Florida Mental Health Institute, University of South Florida The main strengths of the Kazdin text are its clarity, its simplicity, and its organization. I believe Kazdin is a gifted writer; I find his style to be concise and to the point. He provides superb examples for the points he makes. I would adopt this book in a 'heartbeat'! -James Halle, Department of Special Education, University of Illinois I have been using Kazdin's single-case research design book for this course since I started teaching it in Fall 1999. I would rate the book a 9 on a ten-point scale for satisfaction. Kazdin's book has a lot of strengths. Its contents are comprehensive and its writing is clear and organized. The book can be a self-study material because it is so self-explanatory and the case examples are helpful for understanding various methods. Although the book has not been revised since its first edition in 1982, the book is still widely used today because the contents are still strong and applicable. I will definitely adopt the revised book with the proposed changes (10 on a ten-point scale). -Y. Barry Chung, Counseling & Psychological Services, Georgia State University "As in Kazdin's other work, the information presented in Single-Case Research Designs is accessible to a wide audience from diverse training backgrounds. Readers are likely to feel inspired to let their own scientistpractitioner emerge to answer questions important for their clients, their practice, and their community."--Lisa Fitzgibbons, American Psychological Association

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About the Author

Alan E. Kazdin was 2008 President of the American Psychological Association. Dr. Kazdin is the John M. Musser Professor of Psychology at Yale University. In addition, he is a professor at the Institute of Social & Policy Studies and Director of the Child Conduct Clinic. His research group studies developmental psychopathology and focuses on questions related to diagnoses, assessment, and treatment of childhood disorders. His extensive publications include textbooks in the areas of research design in clinical psychology and behavioral modification in applied settings. He is the author or editor of several books including Parent Management Training (OUP, 2008) and the Encyclopedia of Psychology (OUP, 2000).

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Product details

Paperback: 464 pages

Publisher: Oxford University Press; 2 edition (February 9, 2010)

Language: English

ISBN-10: 0195341880

ISBN-13: 978-0195341881

Product Dimensions:

9.2 x 0.9 x 7.4 inches

Shipping Weight: 1.8 pounds (View shipping rates and policies)

Average Customer Review:

4.4 out of 5 stars

21 customer reviews

Amazon Best Sellers Rank:

#240,913 in Books (See Top 100 in Books)

Kazdin made understanding single-case design a breeze for this graduate student pursuing a degree in mental health and substance use disorder counseling. His writing style is that of a wonderful teacher - not bogged down with technical jargon, straight-forward, and yet very informative. I can say with confidence that I understand single-case research design after reading this. I don't usually review textbooks, because, well, what is the point? If you are a student, you are going to have to buy this book regardless. I just wanted any future student to know that you might actually learn something from this one - without pulling out your hair or crying profusely onto your homework assignments.

My book came with no problems. Great book for my graduate program.

One of the best books on Single case designs, a very understandable language!

Dr. Kazdin has done some outstanding research in the area of developmental disabilites, and this is a very thourgh book in covering single subject research, the foundation of applied behavior analysis. He packs so much information into each sentence that it takes careful and detailed reading but if you take the time to work through it you have learned a lot.

I bought this for school, didn't really use it, but it was well organized so I could use it when I did need it.

The author wrote as if we were in a coffee shop discussing all her vast past experiences. I felt trust in the author's knowledge and it was easy to read. Great writing!

for review, for initial learning. good one, has case studies and examples. somewhat dry but this is a classic for all researchers

Great book!

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Free Ebook , by Jenny Burgesse

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Product details

File Size: 186852 KB

Print Length: 261 pages

Publisher: Mango (December 15, 2017)

Publication Date: December 15, 2017

Sold by: Amazon Digital Services LLC

Language: English

ASIN: B06XXFF6N5

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Amazon Best Sellers Rank:

#932,501 Paid in Kindle Store (See Top 100 Paid in Kindle Store)

What a cool cookbook. For all of us who can't get enough of Star Wars, Game of Thrones and MY FAVORITE, Lord of the Rings, this is the perfect gift or to inspire us to get off the couch (or tear ourselves away from the game console) and actually cook something yummy and fun. Replete with fabulous party ideas and treats, this is a true delight filled with delicious treats. Brilliant!

I wanted to love this, but it was disappointing. If you are a geek who owns no cake books at all, this might be the book for you (hence three stars), but not worth adding to your cake book collection. The illustrations are pretty but several of the illustrated items (Daleks) are not described. I’m glad I only paid the Kindle price.

I knew this was going to be a good book just because it had Cthulhu on it. BUT it even has VEGAN recipes! the steps are written very well. You will be able to make game night sweets easily! A great gift for a fellow nerd!

good ideas but NOT good photos

Great recipes, with fun and easy to understand instructions

Is a nice book. You can get a few tips and ideas from it. Nice to have book. Give it a try

I purchased this for the Dr. Who recipe, but was really disappointed by the offering. Some of the other recipes/directions are alright which is why I went ahead and gave it 4 stars. If it was only for the one I purchased this for it would have been 1 star. So If you are a Whovian, skip this one and find something else.

This is the prettiest dang cook book I've ever seen. Photographed beautifully with easy to read instructions and all the party ideas you need to be be the most popular dungeon master at your D&D pot-luck. Plus fun Star Trek jokes! A+ would nerd bake again.

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