CUSTOMER FOCUS: ODR consultants engage teams in defining and enacting the behaviours and attitudes that meet and exceed customer expectations.

We facilitate, coach and map the internal processes and customer touch points and moments of opportunity for creating customer satisfaction and loyalty. We assist teams establish agreed performance standards, align individual, team and organisational structure, culture and process flows and identify and eliminate those tragic behaviours that erode confidence in the team and its members.

• Create a unique customer value proposition that focuses team efforts on customer expectations.
• Align team focus on customer requirements and expectations
• Establish customer expectations monitoring and response protocols
• Embed team accountability to customer satisfaction