Howard Kendall

  

Howard is the founder of the Service Desk Institute (SDI), where he is recognised as the leading industry authority in Europe. So he was ideally suited to help with the formation of TCI in 2004. Howard cut his teeth in the technology arena as a computer operator at 3M, followed by positions in IT management at Citibank, Lewisham Council and the Prudential.
    
Howard was also Chairman of the Institute of Customer Service (ICS) during 2001-2002 and his regular involvement in worldwide service standards development demonstrates his passion for the customer. This passion also applies to the citizen community involvement that he regards as essential in the consultation arena, whether in the public sector or with private business through employee or customer consultation initiatives.
    
He chairs the BSI British Service Standards committee that developed ISO10002, the international Complaints Management Standard, and the general Customer Service Standard BS8477.  He has just authored a book on customer service for BSI that will be published in April 2010.