Meet the author and presenter

Mark Copeman has had customer facing roles since 1993, in B2B enterprise roles through to small business ownership.

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 own customer 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’s also written extensively around the subject.

Helpdesk Habits is produced by his product and content studio, Wisecurve, which focuses specifically on producing habit forming video programmes.