Short English Biography

MARCOS DESSAUNE is the author of the innovative theory Diversion of the Consumer's Productive Resources: the harm of time wasted and of life altered, which is transforming Brazilian case law. He is also the author of the world's first Customer Service Code (CSC), which sets out a new global standard of service delivery and customer experience. MARCOS DESSAUNE has also written the fun and educative book Stories of a Superconsumer, which has received special attention from the national media. The first two aforementioned works were published in 2011 by Editora RT - Thomson Reuters and, in 2017, in a special author's edition, while the third aforementioned work was published in 2009 by Editora Fundo de Cultura and, in 2011, by Editora RT - Thomson Reuters.

In addition to writing, MARCOS DESSAUNE works as a consultant, lecturer, mediator, and attorney specializing in consumer issues, being a member of Brasilcon Consumer Law Institute and of Brazilian Federal Bar Association's Special Committee on Consumer Protection.

MARCOS DESSAUNE is a graduate in Law from Estácio de Sá University, from which he has received the "Distinguished Person of the Year" prize, as well as a graduate in Business from Indiana University Bloomington, whose president has awarded him an honorable mention.

MARCOS DESSAUNE continued his studies in Quality Service at Disney University and at the Getúlio Vargas Foundation, as well as receiving mediation training from the Offices of the Ombudsmen of Belgium and Portugal.

MARCOS DESSAUNE founded, and ran for 10 years, Brazil's first website dedicated to mediating consumer disputes, the, whose defining image was his cartoon of a "super consumer" drawn by cartoonist Chico Caruso.

MARCOS DESSAUNE has been featured in Brazil's most influential newspapers, magazines, and TV programs. His appearances on the Jô Soares talk show, on Fantástico, and on Sem Censura particularly stand out.

MARCOS DESSAUNE studied Classical Music in his early years. In 1986, he was appointed the sole representative for, and later the Brazilian sales director of the 175-year-old Austrian piano manufacturer Bösendorfer. This is a brand with a rich tradition, of high quality and of high cost that imbued in him a strong customer orientation, while fostering his interest in developing effective customer service programs in Brazil, where he launched, promoted and marketed Bösendorfer's exclusive products for 14 years with success recognized even by the Austrian government.

At that time, MARCOS DESSAUNE also worked as international musical producer collaborating with artists such as Tom Jobim and Oscar Peterson, while partnering projects with IBM Brazil, Rio de Janeiro City Hall, and the governments of Vienna and of Austria.