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About
Karen Leland and Keith Bailey
In
1986, Karen Leland and Keith Bailey founded Sterling Consulting
Group, Inc. and shortly thereafter made history by being
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.
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. |
