- Excellence in Customer Service
- Dealing with Difficult Customers
Donna Earl, business educator and author. She has helped organizations strengthen leadership effectiveness, customer loyalty, customer retention, and employee productivity.
She is a published expert on Customer Service, Management Effectiveness, and Emotional Intelligence. The information on emotional intelligence and practical strategies she brings to her programs on Management Skills and Customer Service transform organizational and employee performance. She has presented to over 200,000 people worldwide.
Donna Earl’s client list includes Rolls Royce North America, Cornell University, US Government, US Department of Education, American Management Association, American Express, British Telecom, AT+T, Allstate Insurance, Dun & Bradstreet, UCSF Medical Center, Kaiser Permanente, Dallas Semiconductor, Hitachi, Dartnell Publications, Sun-Maid Growers, Digital Equipment, Veritas, Cadence, Genentech, Gartner Group, Elonex UK, Borland, Gilead Sciences, Millipore Corp., Connetics, Kyphon, Viasys Healthcare, Siemens Medical Solutions, Stryker Endoscopy, Axsys Technology, Merrill Lynch, Websense, Printrak, Parker Hannifin, Eagle Star International, Hopwood Hall College, Bishop Auckland College, Campaign for Leadership UK and many others.
Twice a year Donna speaks on Leading with Emotional Intelligence at leadership conferences at Balliol College, Oxford UK.
Donna was a contributing consultant to Gartner Group’s research project on leading with emotional intelligence. The Gartner Group executive report Leading High Performance IS Teams acknowledges Donna and quotes her work.
She was a contributing consultant to the Wentworth Research Publication Introducing Call Centres.
Her programs teach proven techniques, “all stuff, no fluff”, and her credibility comes from the trenches — real world experience in sales, marketing, customer service, and management. Donna has the ability to translate best practices into immediately usable techniques which transform participant performance. Her management skills seminars have been developed based on interviews with over 10,000 managers to identify current challenges and best solutions. Her customer service seminars aren’t a ‘book report” but are full of techniques developed by research. Through years of call monitoring and observation she has developed proven strategies that work!