Customer Care Interventions

Our Signature Product: Customer Care Transformation Intervention

Our signature Customer Care Transformation Intervention has been created to meet the growing need by organizations to move up to world class standards of customer care.  This shift has been driven by the loud and growing demand by customers for superior levels of service delivery.

The DRA Consulting model provides a systematic and sustainable approach to helping clients find a permanent solution to their customer care challenges and to transforming themselves into Cultures of Service.


Targeting The Whole Company:

Our Customer Care Transformation Intervention is a company wide

immersion program that targets “the whole company” and engages all levels of staff and all departments (frontline and backend).


full-immersionA Permanent Solution to Customer Service Challenges

Our model comprises an intricate threading of end to end moving parts that starts with employees experiencing a change in their psychological contract with the customer, then moves to employee ownership for delivering a positive customer experience and ends with a sustained organizational shift to a world class level of customer care being delivered to customers.


Some of the pillars that guide our signature model include:

  • Attitude Shift To “Willing To Assist”

  • World Class Customer Care Standards

  • Leadership Team Retooling

  • Line Staff Retooling

  • Customer Engagement Process Training


Target Organizations

DRA CONSULTING’s best clients are those that are ready to re-engineer their service delivery process in order to stand out from the crowd. We work with small, medium and large organizations in the following business sectors:

– Financial Services

– Insurance Companies

– Investment Companies:  Banks, Credit Unions

– Retail

– Food Service

– Educational Institutions

– Public Sector Organizations

– Public Utilities


Please contact us to find out more about our unique model and how it can be implemented at your organization.