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| Karen Leland is a partner in Sterling Consulting Group and coauthor with Keith Bailey of the best-selling Customer Service for Dummies and Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change. Her consulting clients include American Express, Roche, Marriott Hotels, and Oracle. She is a familiar face in the media and has been interviewed by Time, Newsweek, Ladies Home Journal, Women's Day, CBS, and Oprah. She lives in San Rafael, California. Keith Bailey is a partner in Sterling Consulting Group. His consulting clients include Microsoft, AT&T, Johnson and Johnson, and Lufthansa. He has been interviewed by Fortune, Entrepreneur, Inc. magazine, and CNN. He lives in Mill Valley, California. |
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