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Effective Help Desk Specialist Skills by Darril Gibson

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Chapter 2. Communication Skills

Many organizations consider communication to be one of the most important skills of any help desk technician. If a help desk technician is unable to communicate effectively with a customer, it can easily frustrate and anger the customer, and this single technician can give the customer an overall bad impression of the organization. Additionally, many organizations have discovered that it is often more difficult to teach communication skills to an employee than it is to teach the technical skills. Due to this, organizations typically screen prospective help desk employees, evaluating their communication skills, and will eliminate applicants that do not meet minimum requirements in this area regardless of their technical ...

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