For the past twenty years Ms. Leland has worked with over 150,000 executives and managers throughout the United States, Europe and Southeast Asia. Her clients have included such well-known companies as: American Express, IBM, Avis, Pacific Bell and Marriott Hotels.
Ms. Leland has been featured in dozens of magazines and newspapers including: The New York Times, Newsweek, Fortune and Time. She also has extensive on-air experience and has been interviewed on ABC, CNN, NBC, Fox, and Oprah.
As a result of their reputation, IDG Books Worldwide contracted Karen and her business partner, Keith Bailey, to write a book on service. The result was the best selling ‘Customer Service For Dummies’ which to date has sold over 200,000 copies. In addition to U.S. distribution, the book has been translated into numerous foreign languages including Spanish, Korean, German, Chinese and many others. A follow up to the book titled ‘On Line Customer Service For Dummies’ was published in 2001. Karen is currently at work co-writing a new book with her business partner, Mr. Keith Bailey. In addition to her writing, Ms. Leland coaches writers on how to develop and sell their book proposals.
Ms. Leland is the co-founder of the International Association of Quality Service, which has over 10,000 charter members. Earlier this year, Ms. Leland along with her business partner, Mr. Keith Bailey, completed a five-year study, which involved over twenty multinational corporations. Based on this research they have identified key criteria that determine a company’s true service focus and quality orientation.
Ms. Leland attended Antioch University's Bachelor of Liberal Arts Program and majored in Organizational Development. Ms. Leland’s undergraduate work focused on the impact growth and change had on the structural, managerial, cultural and strategic aspects of organizational life.
In addition to her work in the business world, Ms. Leland has had a lifelong commitment to the expression of her own and other’s creativity. She is a working artist, whose prints and paintings have been exhibited in such prestigious shows as The Sausalito Art Festival, The American Craft Council Show, and The Celebration of Craftswomen.
Ms. Leland’s creative expression is not just limited to the visual arts, but encompasses the performing arts as well. Since high school she has sung and acted in musical theatre. Her most recent performances have been as ‘Carmen’ in Sweet Charity and ‘Cleo’ in The Most Happy Fella.