About the Author
As a highly experienced professional speaker and seminar leader, Naomi Karten draws from her psychology and IT background to help organizations improve customer satisfaction, manage change, and strengthen teamwork. She has delivered seminars and presentations to more than 100,000 people in such diverse locations as Amsterdam, London, Oslo, Brussels, Vancouver, Toronto, Tokyo, Hong Kong, Trinidad, Costa Rica, San Francisco, Chicago, and New York. Naomi's several service level agreement ebooks, including How to Establish Service Level Agreements, have helped organizations worldwide establish successful SLAs. Her other books and ebooks include Managing Expectations, Communication Gaps and How to Close Them, and How to Survive, Excel and Advance as an Introvert. Naomi's website, www.nkarten.com, features more than 100 articles on a wide range of topics, including strengthening customer relations, managing expectations, improving communication, gathering customer feedback, enhancing teamwork, and building consulting skills. Naomi's newsletter, Perceptions & Realities offers serious advice in a lively, chuckle-generating manner. Numerous issues of this newsletter are posted on her website. In addition, she has published more than 300 articles in print and online publications. Before forming her training and consulting business, Naomi earned degrees in psychology and gained extensive IT experience in technical, customer support, and management positions.