Chuck Dennis
Angry Customer Strategist

Knowledgence Associates

• http://www.knowledgence.com

• Skype: cedennis

You have customers who are angry because of some real or perceived slight. The product or service that they purchased from you did not meet their expectations, or it was not delivered on time or in perfect condition, or maybe the rep that they dealt with was rude and/or incompetent.

As a businessperson, you know it is imperative to minimize the number of unhappy customers. Your goal is to provide an enjoyable, quality customer experience to each person or organization that does business with you, because you know that happy customers spend more money, and they also refer business.

I will help you positively impact your bottom line by assessing the circumstances that caused your customers to be angry, and advising you on how to remedy these circumstances, as well as enhance your service delivery so that these circumstances are not repeated in the future.

I assess the overall customer focus of businesses, and assist them in creating and implementing new procedures and policies that provide memorable service experiences for their customers.

I need to meet North American business leaders who want assistance in creating more customer-centric organizations.

B.A. in English from George Washington University, Washington, DC

15+ years of leading and managing customer service and support teams for such diverse businesses as Compu-Mark and Thomson & Thomson (both part of Thomson Reuters), Northern Light Technology, and Sodexho Pass.

Over 5 years consulting in customer-oriented projects, training, writing, and problem resolution for clients such as NetNames Inc. Novagraaf NV, Encira Inc., Tufts Health Plan, RossFialkow Capital Partners, etc.