Congoo: Chuck Dennis

Overview
I am a customer service consultant, specializing in Angry Customers. You know how every business has some customers that, for whatever reason, are unhappy because the product or service they received is not on par with what their expectations? What I do is assist the management of small to midsize companies in resolving and preventing customer disputes, as well as identifying opportunities to enhance their current service polices and procedures. As a result, they are able to learn from past mistakes, and strengthen their bottom line by building a more customer-focused organization.

My philosophy and skills were honed by years of experience working in, and leading, service departments in the business information arena. I learned that quickly and efficiently remedying customer complaints was a good way of keeping those customers happy and loyal. I now work with other businesses to help them do the same with their customers.

Places I have worked

Knowledgence Associates Since September 1999
1-9 employees
VP, Customer Service Practice
Marketing/Public Relations
• Write and publish articles on customer service issues (AMA Executive Matters, IndUS Business Journal, CEO Refresher, etc.). • Write and edit content for business newsletters; manage mailings and subscriber lists. • Set up and managed online help desk for global domain name registrar; created FAQ section for client's web site; advised client on web site usability issues. • Created, researched, developed, and delivered training programs for multi-national business. • Provided customer service consultation to international domain name registrar, directly advised customers on trademark-related and registration-related matters.

Northern Light Technology From May 2000 to May 2001
100-999 employees
Director, Customer Support
Big Business
• Oversaw account set-up and maintenance for over 250 enterprise clients, including user access, content issues, and support of complex search queries. • Acted as customer advocate during internal business and strategy discussions.

Thomson & Thomson From January 1985 to April 1999
100-999 employees
Director, Business Services
IP and patents
• Created and managed customer service department for the start-up division NameStake.com; established global domain name registration service line, including product development, pricing, training, hiring / staffing, and execution of service • Grew Domestic Search operation revenues from $19m to $25m in 2+ years; managed departmental budgets of over $8m; led team that reorganized department and restructured job duties • Played leadership role in company-wide initiatives that turned a production-oriented business into a customer-focused business, expanding both the vision of the company and the capabilities of its employees. • Led project team that redesigned and enhanced standard report format as well as created format customization capabilities for company's flagship research reports; helped introduce new format to top clients.

Education

The George Washington University - United States / DISTRICT OF COLUMBIA
B.A. - English 1977 - 1983
Editor of school's literary magazine; published writer

Expert Posts By Chuck Dennis

Hell Hath No Fury Like a Customer Scorned

Service Comes from Every Corner of Your Business

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