About Donna Earl

"Excellent Communicator"	"Insightful. A totally new perspective!"
"Real world examples and information I can use right away!"

Donna Earl is an internationally recognized speaker, business educator and consultant, executive coach and author. Since 1986 her international consultancy 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 seminars on Management Skills and Customer Service transform organizational and employee performance. She has presented to over 200,000 people worldwide.

Donna Earl & Co. 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 audiotaped interview about scripting and call guides was distributed with the publication.

Donna is a faculty member of the American Management Association in the US and the UK, is a professional member of the National Speakers Association, the International Customer Service Association, and the prestigious UK Institute of Directors, and is a professional associate of Oxford College business consulting unit.

Her seminars 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!

January, 2008 - See Donna's insights on dealing with difficult and abusive customers in Montreal Gazette.

Donna Earl was interviewed for an Investor's Business Daily article titled 'The Fine Art of Defusing Irate Customer Phone Calls'. The article appears in the July 23, 2007 issue of Today in IBD.

The Feb. 5, 2004 Wall Street Journal "Work and Family" column (page D1) included an interview with Donna Earl on the topic of how Customer Service Representatives deal with stress.