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Helpdesk Habits
Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100’s of customer service organisations across the world.
During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding.
Mark’s formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional.
Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat.
Learn the importance of harnessing habits
Develop the right attitude towards your role
Understand the importance of human customer service
Learn how to communicate effectively
See how tiny adjustments in phrasing can win the day
Become skilled in empathy and rapport
Be assured it’s OK to have a personality
Read and implement with your team today and turn your helpdesk into a feature, not an overhead.
During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding.
Mark’s formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional.
Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat.
Learn the importance of harnessing habits
Develop the right attitude towards your role
Understand the importance of human customer service
Learn how to communicate effectively
See how tiny adjustments in phrasing can win the day
Become skilled in empathy and rapport
Be assured it’s OK to have a personality
Read and implement with your team today and turn your helpdesk into a feature, not an overhead.
- GenresBusiness
187 pages, Paperback
Published January 8, 2018
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Displaying 1 - 2 of 2 reviews
December 5, 2020
I've worked in Information Technology (IT) all my life, first as a Helpdesk staff member at a large outsourcing company, then as the owner of a Managed Service Provider (MSP) employing my own Helpdesk staff.
I *wish* this book had been available for me back then!
Author Mark Copeman is an expert in customer service and a well-respected name in the IT Managed Services space. While this book is written with an IT provider slant, the ideas and learning are actually applicable to Helpdesk's in any industry.
The chapters are full of practical advice on how to deliver not just good but *great* Helpdesk support, and Mark's experience and knowledge shine through. The book delivers serious lessons with great humour, and is a fun read.
If I were running a Helpdesk now, I'd make this book required reading for my existing staff and any new recruits. A really good read that I'll be recommending widely.
I *wish* this book had been available for me back then!
Author Mark Copeman is an expert in customer service and a well-respected name in the IT Managed Services space. While this book is written with an IT provider slant, the ideas and learning are actually applicable to Helpdesk's in any industry.
The chapters are full of practical advice on how to deliver not just good but *great* Helpdesk support, and Mark's experience and knowledge shine through. The book delivers serious lessons with great humour, and is a fun read.
If I were running a Helpdesk now, I'd make this book required reading for my existing staff and any new recruits. A really good read that I'll be recommending widely.
April 8, 2019
I've worked in IT support long enough to thankfully have picked up most of the good habits this book is trying to teach anyone who works on a help desk (of any kind)
There was still plenty to learn though.
If you manage a help desk team this is a great book to have your staff check out
It's not too long, chapters are short enough it can be dipped in and out of. They are blog post length generally and have a nice simple summary to reinforce what was covered
Not bad at all!
There was still plenty to learn though.
If you manage a help desk team this is a great book to have your staff check out
It's not too long, chapters are short enough it can be dipped in and out of. They are blog post length generally and have a nice simple summary to reinforce what was covered
Not bad at all!
Displaying 1 - 2 of 2 reviews