1. Customer support contact for end users of minicomputers and electronic cash registers.

2. Telephone troubleshooting for clients spread over large territories effectively reduced on-site service delays and expense.

3. Maintained service logs of service difficulties and volunteered engineering and communication suggestions for their reduction.

4. Worked with customers and operational staff to remedy intermittent power problems, failures resulting from employee coping difficulties, and, programming and sales misinformation.

Personal problems accounted for 70% of service calls and were often poorly addressed by others. I introduced patience, empathy, assertive communication, and effective listening and interviewing skills into the equation at a time when none of these were provided with the technical training of service personnel. In return, customer satisfaction and appreciation were high.

CONTROL DATA INSTITUTE (C.D.I.), Scarborough, Ontario,
1969-70: Customer Engineer Computer Technology Diploma

YORK UNIVERSITY, Downsview, Ontario,
1977-81: Sociology BA, Diploma, Dean's Honour Role

FEDERAL BUSINESS DEVELOPMENT BANK, and others,
1981-93: seminars in financing, marketing, efficiency

ONLINE PROSUMER PROMOTION, Toronto, Ontario,
1997-98: development and definition of Prosumer Marketing