Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100’s of customer service organisations across the world.

During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding.

Mark’s formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional.

Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat.

Learn the importance of harnessing habits

Develop the right attitude towards your role

Understand the importance of human customer service

Learn how to communicate effectively

See how tiny adjustments in phrasing can win the day

Become skilled in empathy and rapport

Be assured it’s OK to have a personality

Read and implement with your team today and turn your helpdesk into a feature, not an overhead.

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Founded in 2002, World of Books is a leading online destination for buying and selling both preloved and new books, committed to making sustainable reading accessible to all. With a mission to help people read more and waste less, World of Books offers a huge range of affordable, high-quality books ? giving both new and preloved titles a second life. The company also operates World of Books ? Sell Your Books, an easy-to-use platform that allows customers to trade in unwanted books for cash, helping to keep books in circulation while promoting sustainability. As a Certified B Corp, World of Books is driven by a vision to become the world?s largest and most sustainable dedicated online bookstore. The company measures its success through the positive environmental impact it creates, the value it provides to customers, and its ability to operate profitably while supporting its sustainable mission

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