The Helpdesk Habits wall of love
Thoughts from just some of our very happy customers (nearly 3,000 certifications and growing).
“We have a weekly team meeting, and the Helpdesk Habit of the week was a feature in every meeting for the last year.
Where appropriate we used it as a discussion item on how we would change the way we do certain things.”
– Nathan Porter, MD
Portable Systems, New South Wales, Australia
“It’s a required part of our induction process and something a new starter must complete before they get hand-on with the job.
We can sit them in front of our customers, confident in the knowledge that they at least know the minimum when it comes to operating in a service desk environment.”
– Mark Baldwin, Viper IT, UK
“Helpdesk Habits is a non-negotiable training program.
Every new employee goes through it when they start with us.”
– Carrie Green, VP Strategy,
Alt Tech, Edmonton, Canada
Video testimonial
“It’s given huge confidence to our staff when they are talking to their clients and it fits into the education model we have. It’s great!”
– Peter Hammon, Managing Partner
Techno Global Team, Manila, Philippenes
“This program allowed us to capture some of the pure essence of customer service in an easy to follow structure.
Yeah some of our staff got a bit excited and completed it within a day and we coached them through taking a more structured approach.
The additions of the wallpapers that (we need to change more frequently) have added a nice visual reminder for our staff about why we are here. So Mark, thank you!!!”
– Paul Walters, Operations Manager
Mercury IT, Brisbane, Australia
“The team had issues with communicating with clients, handling expectations, and dealing with “upset” clients. After going through the training, they are better equipped to handle all situations, understand the clients, and build rapport to provide a better level of service. I can’t articulate enough the value of this training.
Mark is a great teacher and we put the habits into practice every single day and see improvements in customer service which reflect in customer feedback.”
– David Hodgson, Operations Director
Realtime ITS, UK
Video testimonial
“I wouldn’t recommend Helpdesk Habits – because other people would benefit and it’s our competitive advantage.”
*smiles …
– Charley Clarke, Service Desk Manager
Your IT Department, UK
“So much customer service these days is done with robotic, emotionless delivery. Mark teaches you to break these patterns and form new habits that deliver genuine, positive customer experiences.
The Helpdesk Habits program teaches crucial soft skills for customer service: how to be authentic, empathetic, and communicate properly in both verbal and written formats.
I highly recommend this training for anyone that cares about keeping their customers and attracting new business.”
– Paul Doerr, Remote Support Service Manager
Proactive Technology Management, MI, USA
“The way the videos are presented has been one of the things our team really loves about the whole experience.
Mark definitely knows how to catch his audience and the way everything is supported with visual queues just makes it that much stronger.
Discussing the week’s Habits has been a great way to start off the week, and to remind each other what triggers we need to watch out for to improve.
I think this will be the best training for soft-skills that Lenex will ever find.”
– Olrik Lenstra, Owner
Lenex IT, The Netherlands
“The Helpdesk Habits program was well received by our Tech Team. We used it as a weekly ongoing training, which we all looked forward to and learned a lot from.
I would recommend your training to other helpdesk professionals, regardless of experience or years in the field. It’s so easy to get caught up in the day-to-day of dealing with customers and lose sight of the importance of great customer service.
Your program gave us a much needed chance to step back and dig deeper into our purpose.
Thanks, Mark!”
– Rachel Summerton, Business Manager
Cleartech Group, MA, USA
“I just wanted to say i’ve just finished your Helpdesk Habits course, and found it absolutely brilliant.
As a helpdesk manager, I found it enlightening and some great ideas to put into production.”
– Paul Dicker, Helpdesk Manager
soVision IT, Bristol, UK
“I can easily say that it is one of the most enjoyable courses I have ever completed. I went from 45% complete to completion within one afternoon. I could not stop watching!
It is so inspiring and thought provoking that I have already found myself handling situations in different ways and view things much more positively. I have even found myself changing the way I sign off emails, using “Best Wishes” as opposed to the bland and boring “Kind Regards”.
We’re also about to roll out the desktop wallpapers to the guys, we quite like these and will be a nice little motivator each morning.
Will thoroughly recommend to anyone!”
– Charley Clarke, Service Delivery Manager
Your IT Department, UK
“I didn’t know I was missing this in my life. The training describes our business philosophy so much better than I could and provides trackable training and actionable steps to enhance customer service.
If you run an in-house support team, implement this immediately!”
– Ernest Murry, Owner
Genuine Technology, OR, USA
Video testimonial
“Before, our team were just techies sitting in the office, doing great work but not being great ambassadors for our brand.
As a manager, that worried me – but Helpdesk Habits has turned everyone into a really effective brand ambassador.”
– Craig Langman, Service Delivery Manager
Acutec, UK
“Like a lot of technical businesses, we struggled for a long time to get over to new techs the importance of communicating with clients in the correct manner.
I came across the Helpdesk Habits course, and quickly saw that it was exactly what we were trying to get across to our techs, in a hit and miss manner.
We put all of our techs on the course, and now during week 2 for new level 1 techs – they now get enrolled on the Helpdesk Habits course as part of their onboarding.
We have seen a massive improvement in how customers are dealt with, and in return how they communicate with us.”
– Martin Limburn, Director
Limbtec, UK
“Helpdesk Habits is a fantastic program.
The book and videos are very easy to follow and really engaging. I would recommend it to anyone, even if you feel your helpdesk delivers the best possible service.
I can almost guarantee this program will open your eyes to fine tuning your customer experience.”
– Hannah Taylor
Amshire, UK
“In a world of digital connections and communication, Helpdesk Habits stands out due to its balanced approach including the human elements of attitude and empathy.
The practical nature of the training program is applicable from level 1 to level 3 techs as well as management teams.
A minimal investment with a big return for any MSP in need of Help Desk betterment.”
– David Roberts,
Core Technologies Inc, GA, USA
“Mark’s common-sense approach to elevating the customer experience really shines through.
It’s a pleasure to see and hear him speak, and he creates excitement and encouragement to go make some impactful changes to the way help desk teams are communicating with customers.”
– Luis Giraldo, Chief Experience Officer
ScalePad, USA
“We’ve been super happy with the Helpdesk Habits training, content and platform.
Having our team watch and discuss the videos at our team meetings has helped to make sure we’re all on the same page with respect to customer service and that we’re keeping a positive attitude in every situation.
I’ve recommended the service to many of my partners – even those in other industries because I think it’s very well done and applicable to any modern customer service enterprise.”
Jesse Hill, President
Tier 3, Alberta, Canada
Video testimonial
“Helpdesk Habits has been a game changer for us.”
– Andrew Allen, CEO
Aabyss, UK
I was very excited to come across the Helpdesk Habits training solution and implement it across our team.
The training courses succinctly educates our team on valuable soft-skill foundations that are imperative for us to embody as we support our clients at an optimal level.
I like the format of highlighting triggers and common negative habits, and how those triggers can be transformed into positive habits through a change in perspective.
Lots of actionable content without fluff. Highly recommended.
– Rob Schenk, CEO
Intivix, CA, USA
“Your session was truly inspiring and life changing.
I am ordering your book and plan to work on implementing many of the items from your presentation, starting with changing our default ticket response!”
– Adam Olsen, CIO
Excel Office Services, UK
“Thank you for this awesome course. I found it valuable and engaging.”
– Jaclyn Davis, Service Manager
Proactive Management, MI, USA
“I had one of my team say to me yesterday that he was on a call and instantly thought of something he had learnt from the Helpdesk Habits program and used it!”
– Michael Robinson,
Director, Exi-Go.
“I’m only on Module 1 of Helpdesk Habits and I love this dude. Great points – just in the intro!”
– Chief Financial Officer
Smart Dolphins, BC, Canada
“Helpdesk Habits gave me a real advantage even before being on the helpdesk.
It gave me a list of things to do and not do, it helped me learn the role a lot quicker and interact with customers in a professional way.
The way you can watch multiple videos at a time really helps with taking in the information and means you can learn more in a shorter amount of time.
I would highly recommend helpdesk habits to people who are joining a helpdesk for the first time.”
– Jacob, apprentice,
Myson Pages, UK
“I thought you delivered a fantastic presentation – thank you so much – I went back to the office and told your ‘Fred’ story!”
– Stuart Goldwater, MD
Pragmatiq, UK
“All the team are on with Helpdesk Habits today and next week – 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 can’t explain it.
The book and course are exactly what I was looking for. Thanks again.”
– William Thackray, Ops Director
AGT Computer Services, UK
“Best book ever!
I’ve about 20 pages left to go in this book and I don’t want it to end!
It’s such an eye-opening experience, I would 100% recommend this book to anyone who is starting out on a helpdesk or even experienced professional. Habits are the hardest thing to master but they made a massive difference to the customer experience.”
– Ben Brown, Service Desk Transformation Lead
Bondgate IT Services, UK
“Definitely check out Mark Copeman’s book, Helpdesk Habits — it’s the absolute “bible” for a Service Desk team.
I can’t recommend it highly enough. I think this book should be *required* reading for any Helpdesk team!”
– Richard Tubb, Owner
Tubblog, UK