We have recently heard the sad news that Paul Cooper has passed away.
Paul was a larger than life character, a well-respected member of the customer service community and a regular contributor to Call Centre Helper.
Over the past few years he had clocked up a total of 37 articles for Call Centre Helper. In particular, his series on the Top 10 customer service strategies was very well received and at the time of writing had received over 32,000 page views.
Paul was well liked and lived life to the full.
One time a few years ago I was speaking with Paul at a conference. I mentioned to him that I had recently had a blood test and my cholesterol levels had reached a certain number. “My dear boy, he said – that’s nothing much to worry about. That’s not even nearly enough to put you on statins. I’ve been on them for years.”
Paul Cooper and Jonty Pearce at a conference in 2010
Paul had been suffering from quite a rare syndrome called avascular necrosis, which he described as “like very acute arthritis, involving the wearing of bones in the hip, but also caused pains in the knee and lower back”. He had recently undergone major surgery.
Paul began his career with Ford, then moved to Ford Credit, being Managing Director in Italy, and then Australia/Asia Pacific. This was then followed by a stint in Ford Credit US. Returning to the UK, Paul moved to UDT/TSB as Regional Director.
From 1998 until 2009 Paul was a director, and one of the early team, of the Institute of Customer Service. During this period, he was responsible at various times for sales, marketing, PR and media. He spent much of his time speaking at conferences and in the media about all aspects of customer service, in the UK and internationally.
Since semi-retiring from the ICS, Paul carried out speaking engagements and consultancy work, as well as regularly contributing articles to Call Centre Helper.
One of our readers commented, “I have seen Paul speak on a number of occasions. He brings with him a huge amount of energy and a simple clarity around what needs to be done.”
In 2011 came one of Paul’s proudest achievements, when he was awarded the Lifetime Achievement Award at the European Call Centre and Customer Service awards. This was an award that he wore with great pride.
Paul winning a lifetime achievement award in 2011
Paul always had a great sense of humour and a great sense of irony.
It was perhaps not unexpected that when I looked up the last article he had written, it was called “It’s Them, Not Me!”
Written by Jonty Pearce
Author: Megan Jones
Published On: 11th Jun 2014 - Last modified: 22nd Mar 2017
Read more about - Archived Content, Paul Cooper
Very sad news indeed. Thoughts are with his family.