: About Me

Charles Dennis brings over twenty years of customer service and business management experience to client engagements. He focuses on service strategy, as well as assessment, training, implementation, and coaching around service practices. He specializes in the careful handling of Angry Customers, teaching businesses to manage the anger and to embrace the business improvements that can be made by acknowledging and repairing those issues that caused the irritation.

Prior to joining Knowledgence Associates, Chuck began his career as a trademark analyst with the law firm of Shlesinger Arkwright Garvey & Fado, and has held upper-management positions with Compu-Mark and Thomson & Thomson (both member companies of The Thomson Corporation), as well as Northern Light Technology. In each of these positions, Chuck's strength has been his relationships with customers, and leading the internal teams that serve them. He stresses active listening, swift action, and sincere follow-up as a way of keeping customers

His consulting practice has included:
* customer service strategy and delivery programs
* creation and delivery of customer-focused electronic newsletters for a variety of businesses
* strategic business planning for international trademark search firm
* training programs concerning trademark/domain name basics for a multi-national business
* domain name recovery and acquisition services for a multi-national domain name registration business
* the creation and clearance of business names for small businesses

In addition to his business activities, Chuck has volunteered for non-profit organizations such as For the Love of Life, the YWCA of Cambridge, Positive Directions, Solutions at Work, The Children's Room, and Home & Hospice Care of Rhode Island. He is a member of the Planning Committee of the Boston Cell of Fast Company magazine's Company of Friends network, and is currently is serving on the Customer Advisory Board for Constant Contact. Chuck was born in Camden, NJ, and has a BA in English from The George Washington University in Washington, DC.

My passion is ...

world-class customer service!

I know too much about ...

bad customer service

My childhood ambition ...

play major league baseball

My favorite memory ...

too many to pick just one

Why I write ...

Business articles to market my consulting practice. Fiction for fun!

What I am reading/watching/listening to ...

Escaping the Delta: Robert Johnson and the Invention of the Blues

My first job ...

working in a music store when I was 12.

My best moment ...

getting married

My inspiration ...

my wife

Business > Sales Getting down to the serious business of selling

5 of 5

Typically, when companies roll out new products or services, the main focus is external - that is, on the customer. This makes a certain amount of sense, since the customer is where your revenue comes from. But have you sufficiently sold this product or service internally? Are the people in your company as excited about this new product or service, as you want your customers to be? Is everyone singing the same lyrics to the same tune? If not, you might want to delay that launch. You've got some internal selling to do. To whom do you need to sell, internally, before you can effectively sell...

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