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Karen Leland & Keith Bailey
Today, after having worked with some of the most prestigious companies in the world, they are internationally acclaimed experts on quality service and business communication whose speaking and consulting talents have brought them such clients as American Express, AT&T, Marriott Hotels and Oracle. Their unique ability to make their research accessible, humorous and practical has led to a thriving business which takes them throughout North America, Southeast Asia and Europe, giving them the chance to both learn and teach what constitutes world class business communications. Since 1993, Inc. Magazine has chosen Keith and Karen as their primary judges for the Inc. Positive Performer Award, which honors companies that have achieved an outstanding level of quality service. Each year, Karen and Keith are responsible for selecting the winning finalists from among 500 applicants. They are considered experts on the topic of business communications and service excellence and have been featured in dozens of magazines and newspapers including: The New York Times, Newsweek and Time. They also have extensive on-air experience and have been interviewed on ABC, CNN, NBC, Fox and over twenty other affiliates. As a result of their reputation, IDG Books Worldwide contracted them to write a book on service. The result was Customer Service For Dummies (January, 1996) which has sold over 175,000 copies. In addition to distribution within the US, the book is available in over fifteen countries. Their most recent book On Line Customer Service For Dummies was published in May, 2001. Karen and Keith recently completed a five-year study, which involved over twenty multinational corporations. Based on interviews with 20,000 staff and managers, Keith and Karen have identified key criteria that determine a company’s true service focus and communications excellence.
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