talkperfect, Inc. is owned and operated by Mark J. Friedlander. Mr. Friedlander graduated in 1985 with a BS in Business and Management from the University of Maryland. With over 20 years of experience in sales management, marketing and customer service supervision, Mr. Friedlander has excelled in overseeing, coaching and training sales teams in customer relations.

"With the never ending changes in our society, combined with the competitive nature of business today, customer expect more than ever before.

• What are your customers thinking?
• How do you know?
• You can not think or believe.....the question is, what steps are you taking to collect this data?
• How do you evaluate the representation of your company by your staff?....inbound/outbound calls, voicemails, e-mails, letters, inter-office communications?

Positive or less than acceptable customer service is a subject matter that can not be measured accurately when waiting for customer's feedback. I see to many companies overlooking the importance of customer retention and loyalty; It all starts with customer satisfaction. To keep up with Wall Street and increase the corporate bottomline, alternatives to human interaction has entered the marketplace. Although I agree that there are some customer service applications in which automation and technology are of value, many small to mid-size businesses today do not have a customer service evaluation models in place. talkperfect was established as a training program for businesses and individuals, to maximize their ability to serve the consumer in a positive manner. It has grown into a consultation company that provides the third party evaluation to improve customer relations....We look forward to the opportunity to increase productivity in your workforce and complement your customer relations experience !"

Director of Corporate Training - Jennifer Charles is a Board Certified Behavior Analyst with a BS in psychology from the Florida State University and an MS in Applied Behavior Analysis from Florida Tech. Jennifer has received specialized coursework in the area Performance Management and Organizational Behavior Management. After having mastered behavior change strategies, Jennifer has been able to successfully facilitate, and train hundreds of people to exhibit their best behavior in challenging and work environments.