Knapp, Donna <br/><br/>
A guide to customer service skills for the help desk professional / 
Donna Knapp 
 - 2nd ed. 
 - Boston, MA :  Thomson Course Technology,  2005 
 - 384 p. :  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>0619216417 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer industry--Customer services<br/>Computer service industry--Vocational guidance<br/>Computer technical support--Customer services--Handbooks, manuals, etc.