In 1986, Karen Leland and Keith Bailey founded a consulting group and shortly thereafter made history by being chosen over more than a dozen competitors to become the first American consulting company to win a major contract for customer service training within the British government.

Today, after having worked with some of the most prestigious companies in the world and having appeared on numerous network TV programs, they are internationally acclaimed experts on quality service.

Karen and Keith recently completed a five-year study which involved interviews with over 20,000 staff and managers from a dozen multinational corporations. It is research such as this, combined with an interactive style, that has given them a reputation for presentations that are motivating and relevant to business executives, managers, sales people and service staff.

In today’s Internet-inspired world, it’s easier for a company to communicate with its customers. But it is also more challenging to personalize the service you offer. Survey after survey shows that the traditional values of customer service—responsiveness, product knowledge, friendliness, accuracy—are more important than ever.