About Us

About the Help Desk Coach

Whether helping IT help desks demonstrate value to internal customers, assisting service desks develop self service options, or providing companies with tools to increase customer satisfaction, or coaching executives, Donna Earl, the head Help Desk Coach, delivers solutions and value. With offices in the US and the UK, we provide training customized for the company and the culture.

Since 1995 Ms. Earl’s international consultancy has helped organizations strengthen leadership effectiveness, customer loyalty, customer retention, and employee productivity. She is an internationally recognized speaker, business educator and consultant, executive coach and author.

Donna is a published expert on Customer Service and quoted in publications including Investor’s Business Daily and The Wall Street Journal, both US and European editions. Her articles and column are also published on HelpDesk.com. The fresh insight, emotional intelligence and proven strategies she brings to seminars on Customer Service transform help desk and employee performance. She has presented to over 200,000 people worldwide.

She 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.

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

Our international client list includes American Management Association, Cornell University, Rolls Royce North America, UCSF Medical Center, National Health Service (NHS) UK, US Dept of Justice, US Dept of Defense, Denso Mfg, L.A. Healthcare Plan, Avantair, UC Berkeley, Elan Pharmaceuticals, CBOE, Siemens, Viasys Healthcare, Borland Corporation, PacSun, Solaris, American Express, British Telecom, AT&T, Allstate Insurance, Connetics, Developmental Studies Group, Dun & Bradstreet, Hitachi, I.I.R, Dartnell Publications, Veritas, Cadence, Genentech, Gartner Group, Printrak International, Parker Hannifin, Millipore, US Department of Education and other US Government agencies, UFCW Trust, Axsys Technologies, Grosse Pointe School District, The Campaign for Leadership, Elonex UK, Mace/Macro UK, Optimax UK, Eagle Star International, Hopwood Hall College, Bishop Auckland College and many others.

Our workshops teach proven techniques, “all stuff, no fluff”, and our credibility comes from the trenches – real world experience in sales, marketing, customer service, and management. We translate best practices into immediately usable practices which transform help desk performance. Our customer service seminars aren’t a book report but are full of techniques developed by research. Through years of call monitoring and observation we have refined proven strategies that work.

See our articles and quizzes to learn more about the expertise we provide.