Just some of the happy vendor & MSP
The Helpdesk Habits program allowed us to capture some of the pure essence of customer service in an easy to follow structure.
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
“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
“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, VP Strategy
(ex-)Kaseya, FL, 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
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
“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.
“Mark has been a joy to work with. It was standing room only for his presentation and the co-branded book was a huge hit.
We’ve already invited him back next year.”
Jim Lippie, SVP
ex-Kaseya (now SaaS Alerts)
“Mark Copeman is a great speaker. A must see for any aspiring best in class MSP.
Mark Matthews, Executive Director
Network Group
Bespoke website review:
“The insight your video review has provided has not just given me the confidence that we are at least heading in the right direction, but also the knowledge of what tweaks we need to make, to dominate in our unique vertical of operation.
THIS SERVICE IS THE UNFAIR ADVANTAGE THAT EVERY IT PROVIDER NEEDS!”
James Borg, Managing Director
Teamwork Technology, Sydney, Australia
Website Success 101 programme:
“What a great programme!
I look forward to starting to implement many changes to our site. ”
Max Meindl, owner
ESA Partner, ZA
Website Success 101 programme:
“Mark continues in a similar vein where Helpdesk Habits left off, capturing the audience from the get go.
Some of these points are so obvious it’s embarrassing and it’s taken Mark to point them out to me. Others are really ingenious and I will put them to good use immediately.”
Ian Mackness, Director
Fox IT, UK
Website Success 101 programme:
“We are now constantly reviewing this programme as part of a development cycle within the business. We look for one or two points to try and implement at any one time and then build them up.
Thanks to Mark for developing a great additional asset for our business.”
Tom Ramirez, Managing Director
Viper IT, UK
Website Success 101 programme:
“We found the content highly valuable.
It made me rethink our strategy and that we need to look at things like our SEO and question our providers in detail. Thank you!”
Wes Campbell, Partner
Simpl MSP, ZA
Bespoke website review:
“Mark did a great job for us. Ironically I had another review done and the same time and the other one didn’t even compare.
He looks at the site from a “non-msp” end user point of view and pointed out some action items we could take right away, along with some more longer term thinking.
I highly recommend this service – you will easily 10x your investment.”
Terry Rossi, Co-Founder & CIO
Pics Itech, Philadelphia, USA
Bespoke website review:
“I have had multiple people review my site and decided to have Mark review as well. I am so glad I did!
He had insights that no one else had.
He also caught an error on my site that no one else caught (including me).
I highly recommend!”
Ted Henley, Managing Director
Logix, Seattle, USA
Bespoke website review:
“Great review, with some ‘lightbulb’ nuggets!
I think the review was well worth it and feel confident that making the changes suggested will help boost inbound enquiries via our website.”
Mark Miller, Managing Director
Apogee Solutions, Basingstoke, UK
White labelled website review service:
“This is EXACTLY what we were looking for Mark.
The way you deliver the tough love and suggestions is awesome.
I couldn’t be more pleased with it – thank you.”
Nigel Moore, founder
The Tech Tribe, everywhere
Bespoke website review:
“We were lucky to have a website review by Mark arranged on our behalf. It was extremely insightful, objective with practical suggestions we can put in place to increase traffic to the website and generate leads from it.
Whether you feel happy with your website or not, you should consider one of Mark’s reviews as one of your essential business health checks”
Bruce Penson, MD
Prodrive IT, UK
“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
“Helpdesk Habits has been a game changer for us.”
– Andrew Allen, CEO
Aabyss, UK