Helpdesk Habits, the book

“Helpdesk Habits is a fantastic program. The book and videos are very easy to follow and are 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.”

“As someone who runs an IT company with a helpdesk, I can see this becoming a user guide for our staff, both current and future.”

“I was looking for a book that I could use to convey customer service skills to my service desk team and become a go-to reference, and this book has not disappointed. Mark is really on point and clearly has a lot of in the field experience. Highly recommend this book.”

“This book really has changed how we work with customers here at our MSP. We're a better company because of it, and we're rolling out the online Helpdesk Habits course to each employee as a result.”

“While it's aimed at helpdesk staff or agents, much of what Mark has captured applies to anyone who deals with a customer in any role.”

“Your agents can be the most technical in the world but unless they have the customer service skills to go with it they'll often leave the customer dissatisfied. Here's an easy to read book that should be given to every help desk agent.”

“I don't care if you think you know it all - you need this book - buy it today - improve your personal CSR experience and gain happy, repeat customers.”

“Easy to read and written by someone who has actually been there and done that. All the tips are spot on, and are useful in every customer service role. I have already recommended this book to my clients.”

“As a Service Desk Manager for a Managed Service Provider I found this book to be well written, informative and kept you interested throughout. Even if you are already a 'Helpdesk Superhero' you will find this book useful to brush up on your skills.”

“A great read, full of tips and tricks to ensure the customer is happy and what to do when not. A must for anyone who cares deeply and passionately about the customer experience.”

“This book is awesome. It is a very practical look at helpdesk methods. It's a fun, easy read. Extremely practical. I wish I wrote it.”

“Every customer-facing employee should read this book!”