Soft skills for engineers
& IT support technicians

Join 3,000+ already certified

VIDEO PROGRAM | BESPOKE | AUDIT | BOOK

Helpdesk Habits is a customer service training program and certification, specifically developed for solo IT pros, MSPs and corporate service desks.

It’s perfect for onboarding recruits or transforming teams with room for improvement. Attract, retain and grow your agents & customers.

“I think this will be the best training for soft-skills
that we will ever find.” – Olrik Lenstra, Lenex IT, The Netherlands

Is this you?

You’re a helpdesk manager or business owner who is looking for the right way to develop your team’s soft skills

Your team of technical experts needs guidance on how to be remarkable when interacting with customers

You know that customer service should be a feature of your business, but at the moment it’s an overhead

You’d like to create deeper relationships and retain more customers

You know that a one off training hit won’t have a long term effect on your team

Are you nodding? Then read on …

Mark Copeman created Helpdesk Habits to improve customer service
in the IT industry

Mark is on a mission to certify 10,000 technicians and he’s well on the way.

Helpdesk / service desk technicians and engineers are highly skilled in IT. Why? Because they’ve been trained and have practiced their art.

These same people are typically less skilled at dealing with customers and developing relationships. Why? Because they’ve likely never been trained or practiced that art – they’ve never been shown the way.

The Helpdesk Habits program shows the way and puts a focus on that underrated, yet incredibly important ‘EQ’.

“I’m only on Module 1 of Helpdesk Habits and I love this dude. Great points – just in the intro” – CFO, Smart Dolphins (MSP)

(Watch Andrew’s full interview here.)

What’s in it for your technicians?

Turn your helpdesk agents and engineers into empathetic, customer retaining superheroes
Help them to develop new and better habits through continuous, practical reminders
Inspire your team to develop new skills and ways of working
Help your whole company to appreciate they’re being looked after and developed
Great upskilling for experienced team members
Perfect onboarding for new recruits

What’s in it for managers / owners?

Provide a single, flexible resource to allow your agents to develop and grow
Contributes to your duty as an employer, to develop your staff
Retain staff for longer by showing you care about their development
Use as a focal point for discussion in 1:1’s and team meetings
Ensure that great customer service becomes ‘business as usual’ in your business
Watch referrals, word of mouth and retention increase as your team becomes remarkable

Get involved – choose an option below.

“We have a new hire starting the week after and this will be his first task.

For a long time I’ve tried to articulate how I want the helpdesk to run and I just couldn’t explain it.

The book and course are exactly what I was looking for. Thanks again!”

William Thackray – Ops Director

Online training & certification

The Helpdesk Habits video training program & certification is at the core of the service. Program access for 12 months.

~5 hours of HD video, across 61 modules

70+ desktop wallpapers & resources to reinforce

Access to the “Useful helpdesk phrases” swipe file

Managers can track team member progress

Take the certification exam, following completion

“Boxset binge,” option to onboard new recruits

Start watching & find out more

Helpdesk Habits ‘hybrid’

Mark also delivers virtual team workshops via Zoom, to get your team engaged with the program. Face to face available again one day soon …

1:1 with Mark to customise the workshop content

Ticket response analysis – ready for team discussion

Bespoke 1 hour Zoom session to introduce the online program

Complete the online program & certification after the workshop

Wrap up Zoom session and Q&A after completion

Different formats and lengths available

Find out more & get a quote

The Audit

For customer service obsessed B2B companies, that always want to be ‘at the top of their game’, we’ve partnered with Alinea Partners, experts in Sales and Service Journey Assessments. Have them mystery shop your customer experience process from beginning to end, benchmark you against leaders in the industry and report back.

100’s of audits completed since 2007

Experts in B2B focused customer experience

Use Helpdesk Habits to plug gaps in your results

Find out more & start a conversation

Paperback & Kindle book

First published in Jan 2019 and based on Mark’s experiences at Customer Thermometer and beyond. The book has now been read by 1000’s and is available for sale in your country’s Amazon store. You can also buy direct – we now ship signed copies to mainland Europe, Australia and New Zealand.

Paperback version available on Amazon

Kindle version available on Amazon

Customised vendor versions available

Find out more & buy

Delivering Helpdesk Habits content in partnership with vendors too

Get in touch if you’d like to create compelling content for your channel partners. Or, book Mark to speak at your event..

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