Mark Copeman has had customer facing roles since 1993, in B2B enterprise roles and subsequently through his two marketing and video agencies.
He co-founded Customer Thermometer, the 1-click helpdesk feedback tool in 2010 and then spent the next 8 years immersed in all things customer service. He took an active role in their helpdesk and worked with 100’s of helpdesk managers from IT support businesses, big brand helpdesks and internal enterprise service desks.
He saw first hand the issues helpdesk managers face. He’s dealt with 100’s of difficult (and wonderful) customers on the phone, face to face, via email and chat.
He exited Customer Thermometer and wrote Helpdesk Habits, the book. That was turned into the online program and certification during 2019.
Mark speaks at conferences regularly and runs face to face workshops.
Everything he teaches and speaks on, is based around habit formation and embedding. The only true way to create lasting change.
“I thought you delivered a fantastic presentation – thank you so much.
I went back to the office and told your ‘Fred’ story!” – Stuart Goldwater, Pragmatiq