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  • Renewing Your Work Spirit
  • Cultivating Customer Loyalty in a Wired World
  • Building a Customer-Centric Company
  • Creating Service Partnerships
  • Essential E-Mail


Change | Corporate Culture | Customer Service | Leadership | Teamwork


Keith Bailey and Karen Leland are among the world's foremost experts on customer service. They co-authored the book Customer Service for Dummies and together founded the International Association of Quality Service. The purpose of the association is to promote the principles and ideas of quality service throughout businesses worldwide. In 1986, Keith Bailey and Karen Leland founded Sterling Consulting Group, Inc. and shortly thereafter were chosen over more than a dozen European competitors to become the first American consulting company to win a major contract for service and communication training within the British government.

After having worked with some of the most prestigious companies in the world, Keith Bailey and Karen Leland 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.

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, Keith and Karen are responsible for selecting the winning finalists from among 500 applicants. They have been featured in dozens of magazines and newspapers including the New York Times, Newsweek, and TIME. They 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, which has sold over 175,000 copies, and is available in over fifteen countries, and On Line Customer Service For Dummies, published in 2001.

Keith and Karen spent the past 20 years surveying over 20,000 executives, managers, and staff from around the world and discovered how everyone from CEOs to secretaries can flourish amidst the ever-increasing stresses of the workplace. They identified some significant trends that reveal the nature of stress and the specific skills that help people succeed in spite of it. Keith Bailey and Karen Leland present these findings in their 2006 book, Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change. "When people talk about workplace stress, they're usually referring to three things: change, pressure, and conflict, occurring either individually or all at once," says Karen Leland. "We discovered that the people who thrive in the face of stress - whether they're from Europe, the Middle East, Latin America, Asia, or the United States - possess three essential abilities. We believe these three abilities are at the heart of satisfaction and success at work."

Available individually or together, Keith Bailey and Karen Leland deliver a highly interactive presentation and customize their program to meet the specific needs of any organization.

BOOKS    Search For A Book

  • Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure, & Change
  • Customer Service for Dummies
  • On Line Customer Service for Dummies

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