On 7th May 2019, Kaseya’s annual Connect IT Global event took place at Caesars Palace, Las Vegas.

We gave away 500 branded copies of the Helpdesk Habits book, launched the Helpdesk Habits online programme and Mark was asked to present at a breakout session.

A 70 day framework for success

Mark talked to over 100 people on the Helpdesk Habits stand. Many he spoke to were disappointed that they didn’t get to see his breakout session. A few even admitted to making the wrong choice that Tuesday afternoon 😮.

To make amends, Mark has re-recorded his (standing room only) presentation and you can watch it below … great lunch break viewing perhaps?

What topics does the presentation cover?

It includes his thoughts on why human customer service is just so important for today’s MSPs, to truly differentiate.

He talks about the importance of ensuring your agents are properly skilled in this area and how to make that change – through habit embedding.

He discusses how habits are formed, habit loops and how to create and break habits – the scientific way.

Finally, he talks through 6 different habits from the book and online programme, which you can take and start to embed today, to make a real difference to your business.

So – leave the technology at the door for 40 mins, settle back, click play and let’s get human…

The ultimate customer service skills program launches!

The idea for Helpdesk Habits began in August 2018, where I sat with a notepad on vacation, staring out at the ocean. Being at a desk is rarely a good place to uncover ideas. I wanted to get down on paper, and now on screen, everything I knew about customer service and turn that thinking into the ultimate customer service skills program.

My experiences which have led to the birth of Helpdesk Habits began 32 years ago, when I started out as a mobile DJ, and I was only 15. Having someone screaming in your ear at midnight to play a particular record you didn’t have with you is a great starting point for learning how to get on with people.

From there, my career has seen me in the large coporate world, growing and selling two marketing agencies and latterly, in 2010 I was one of the two co-founders of Customer Thermometer, the still very awesome 1-click feedback tool, which I exited in March 2018. What a journey it was too. It’s there I really earnt my customer service stripes …

It was during my 100’s of conversations with IT support companies, internal service desks, customer support leaders and agents where I guess I learnt most about this area. I realised just how important these interfaces have become in our lives. I also realise the importance of providing the best human customer service possible. That’s exactly what we did at Customer Thermometer. We always aimed to differentiate a potentially faceless online business, by ensuring our customer service was as human as it could get.

Testament to that, only a few weeks ago, my old team won Gold at the 2019 Steve Awards. Whilst not being part of the team any more, I’m still incredibly proud of what they’ve achieved and what I started.

It was time therefore to take that experience, learning, practice and 100’s of conversations and turn that into something which will benefit others. First with the book, and now with the launch of the online programme.

It comes in two parts.

The video program

60+ videos spread across 4.5 hours. High production values and I’d like to think bags of energy, sprinkled with a fair amount of wisdom provides an engaging watch in Boxset Binge mode, or drip feed mode over the course of 12 months.

This is all well and good, however one-off training just doesn’t stick. For real change to happen, you have to embed this new learning in the form of habits, otherwise us humans fall back on what we know.

I explain this concept in the introductory videos which you can watch as part of the trial.

The embed program

To really make the learning stick, there are 70+ desktop wallpapers, for those constant reminders… there is merchandise from mugs, to hoodies to polo shirts … there is wall art, featuring many of the phrases I use and quotes from people a lot more famous than me.

There is of course the book too – if you’re someone who prefers to refer to the written work.

In short, it’s a complete programme. It’s the ultimate customer service skills programme in a box.

Come inside for a look around

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