She is the co-author of the best selling book, Customer Service For Dummies, and the recently released Keeping The Human Connection: Cultivating Customers In A Technological Age. She addresses the issues of forging long-term customer loyalty, building a strategy for service excellence and keeping the human connection despite the rampant growth of technology.

Whether speaking on her own or with co-author Keith Bailey, Karen offers interactive, innovative and lively presentations that are motivating and relevant to business executives, managers, sales people and service staff.

Because technology is fundamental to running a successful business in today's marketplace, Leland and Bailey teach organizations how to keep up technologically without losing customer focus. They have worked with over 100,000 executives and managers in companies throughout the world including American Express, AT&T, IBM, Xerox, Oracle and Marriott Hotels. They are the primary judges for Inc. magazine's annual "Positive Performer Award" and recently founded the International Association of Quality Service to promote the principles and ideas of quality service to businesses worldwide.

Programs:

Building A Winning Quality Service Strategy - Six Actions For Achieving a Service Focus:

Did you know that it costs five times more to attract a new customer than it does to retain a current one? As most corporate giants and small businesses alike have realized, quality service is a critical concern for surviving and thriving in the new millennium.

In this practical hands-on seminar, you will learn how to make your company a winner at the service game. You will not only gain a greater understanding of what it means to be a customer-focused company, but you will learn the six steps that your company must adopt in order to create a world class service organization. This session is targeted to senior executives, managers and business owners.

As a result of this program you will learn how to: Implement six actions critical to being a customer driven company; Differentiate between the in-focused and customer-focused company; Evaluate your company's commitment to service; Have everyone in the company involved in the process of service improvement Reward and recognize your staff for excellent service.

Creative Service Partnerships - Three Steps To Service Excellence:

No matter what service or product your company offers, interacting with, selling to and communicating with customers is the key.

In this presentation, you will learn the three essential steps that lead to excellent service, beginning with how to create and project a winning service attitude. You will discover powerful actions you can take that will result in increased customer loyalty and retention and how to take service initiative and exceed your customers' needs.

Filled with practical tips and techniques, this program is valuable for any manager or employee whose job involves frequent contact with customers either by phone or in person.

As a result of this program you will learn how to: Achieve gold medal service at a bronze level cost; Use the 55/38/7 rule of service excellence; Redefine service and the six basic customer needs; Bounce back when service goes amiss; Win loyalty points by taking service initiative.

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