Hummm … what to read at the poolside while the kids do cannonballs and drench your dry towel? How about rejuvenating your enthusiasm for working on the IT service desk so that you come back to work hyped up and ready to go? Skip the latest Harlequin romance (we promise the girl gets the guy), and up your IT IQ with these great professional manuals.
1. Help Desk Manager’s Crash Course by Phil Gerbyshak & Jeffrey M. Brooks
Are you looking for some wisdom and guidance? This manual offers helpful advice and guidance on a number of critical IT managers’ issues, including how to hire the best workers, how to delegate critical tasks and assignments, how to facilitate an attitude of teamwork and cooperation on the IT service desk, and how to improve the performance of your team. This guide is comprised of the real-world experiences of two of the industry’s top performers. For the newbie IT manager, it’s a great introductory guide. For the seasoned pro, it’s the perfect refresher course, full of genius insight.
2. Successful Help Desk Management in a Week by Jacqueline Chapman
Do you need to transform your service desk operations, like, now? If so, this practical guide is a godsend. It’s full of insight for managing the service desk, improving your customer service and support, deciding what help desk operations to take on (or leave off), learning how to recruit and retain top IT talent, and more. It covers useful tools for the IT manager and great ways to improve communications among your staff, as well as between your staff and your customers.
3. Help Desk Practitioner’s Handbook by Barbara Czegel
What are the issues facing today’s IT help desk? Communication, problem solving, and improving workers’ job satisfaction top the list. Every good IT manager needs useful, actionable insight into these issues. This book covers issues through real-world examples and scenarios so that you get a thorough grasp of how these ideas and principles play out in the everyday work world.
4. Igniting Customer Connections: Fire Up Your Company’s Growth by Multiplying Customer Expectations & Engagement by Andrew Frawley
Are you looking for an intelligent, workable approach to managing customer relationships? If so, this guide is for you. It comes from the perspective of today’s customer-focused business world and establishes a solid link between how customer satisfaction plays into the business’ overall success. It’s in an easy-to-follow roadmap style that walks you right through the process.
5. 7 Tenants of Taxi Terry: How Every Employee Can Create & Deliver the Ultimate Customer Experience by Scott McKain
This book is a natural progression from the popular prequel on customer service, The Ideas and Insights of Taxi Terry. The books are based on the real-world example of stellar customer service, a taxi driver (surprise!) named Terry. Taxi Terry brings the joy back into customer service (it gets lost so easily, doesn’t it?), by walking managers through how to set customer expectations high and manage to exceed those expectations. Notable lessons include how helping the customer helps the business, how to think logically but behave creatively, and mow to help the customer come back for more great service.
6. The Customer Manifesto: How Business Has Failed Customers & What It Takes to Earn Lasting Longevity by Pamela Hermann
This book is ideal for the help desk or IT department that is dealing with the new era of social media. It delves into how to grow your influence, how to balance the business and your customers, how to improve sales, and how to establish the right core values for success. It comes from the perspective of relationship marketing and this current customer-driven culture.
So, pull up a lounge chair, grab an ice cold beverage, and don’t forget the sunscreen!