Video Recording: Holly O’Donnell – Deviate from the Process

Establishing processes and procedures for your business supports a consistent client experience. That consistency helps build brand loyalty. Yet, flexibility and versatility are necessary for operations especially when it comes to service recovery. When do we deviate from the process? How do we plan for when things go wrong? Join Holly O’Donnell as she facilitate a discussion and provides tools to help your team innovate and deviate for sustainable customer service.

Key Takeaways:

  • Build awareness of how processes impact client experience
  • Create process for the defecting client
  • Tools to deviate

Recorded: June 1, 2020

About Holly O’Donnell:
Engaging and thought provoking, Holly O’Donnell has a captivating energy that sparks conversations and instantly engages a room. As a leadership and communication specialist, she combines over 20 years of consulting and training expertise to speaking engagements, team building sessions, and consulting opportunities.

With a passion for developing teams and shifting the cultural thread of an organization, Holly O’Donnell helps others realize how they impact and contribute to the success of an operation. Influenced by working with change-making brands such as Lincoln Motor Company, Walt Disney World, Mandalay Resort Group, and Benchmark Hospitality, Holly brings versatility, confidence and wit to every presentation, connecting powerfully with every audience.

A dynamic professional with a proven background in training and development, Holly holds a degree in journalism from Indiana University, is a nationally ranked trainer for Dale Carnegie, is DISC certified, and a member of the Speakers Bureau for the Naperville Area Chamber of Commerce, one of a few accredited 5-star chambers in the United States. As an entrepreneur with a background in event marketing and hospitality, Holly has launched multiple businesses and knows how to effectively improve internal processes and navigate organizational change, helping companies and their employees find success through sales, marketing and networking. Most recently she helped build the in-dealership luxury brand experience for the Lincoln Motor Company resulting in a #1 Client Satisfaction ranking by JD Power & Associates.

Holly is an active member of numerous local, state and national professional development groups and associations as well as a passionate philanthropist, supporting organizations like the Illinois Food Bank, Anti-Cruelty Society, and Toys for Tots. A regular contributor on LinkedIn, Holly is a published author and is currently working on her next book.

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