Communication Gaps and How to Close Them
Naomi Karten is an international speaker, seminar leader, author, and consultant, specializing in helping organizations improve their service strategies and customer relations.  She is the author of Managing Expectations, and coeditor of Amplifying Your Effectiveness, both available from Dorset House.  She is also the editor of the newsletter Perceptions & Realities, and is president of Karten Associates based in Randolph, Massachusetts.