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Seamless, on-the-spot problem solving doesn't need to take years of experience to develop. This training demonstrates effective listening and teaches employees how to apologize appropriately. Make sure your staff understands how to solve problems without placing blame.

An excellent case study of a major product delivery disaster and a very angry client - all superbly managed by the account manager, who demonstrates exceptional service, communication, problem solving, and leadership skills. Damage Control is part of the Difficult People and Situations Series.

In this case study, Tash is faced with an angry customer, a quality problem and a team who must learn from mistakes. Difficult People and Situations: Damage Control is broken down into two four informative sections:

Part 1: The Problem
Anne is furious about the inferior quality of a recent delivery. Tash, the account manager, takes responsibility, listens and apologizes, and commits to solving the problem quickly.

Part 2: Resolving the Problem
Tash investigates the problem internally - without blame, and leads the team to implement a quick solution.

Part 3: Updating the Client
Tash keeps the client informed and outlines the full solution, again apologizing.

Part 4: Ensuring Problem Won't Happen Again
Tash debriefs with the team and invites ideas to improve.

In Resolve Complaints for Damage Control you will explore a case study of a product launch delivery disaster and a very angry client - all superbly managed by the account manager, who demonstrates exceptional service, communication, problem solving, and team leadership skills.

Tash is faced with an angry customer, a quality problem and a team who must learn from mistakes.
In Part 1, Anne is furious about the inferior quality of a recent delivery. Tash, the account manager, takes responsibility, listens and apologizes, and commits to solving the problem quickly.
In Part 2, Tash investigates the problem internally - without blame, and leads the team to implement a quick solution.
In Part 3, Tash keeps the client informed and outlines the full solution, again apologizing. And in Part 4 Tash debriefs with the team and invites ideas to improve.

When a customer complains, listen and apologize;
Offer an effective solution and prevent further damage;
Solve the problem without blaming;
Explore process improvement;
Ensure each mistake leads to continuous improvement for the team;

This is available as part of

Difficult People and Situations Series
A series of 4 outstanding dramatized videos - a must for every business! Excellent case studies to help develop effective communication and leadership skills. Covers: Open communication, conflict resolution, and teamwork. Leadership, feedback and problem solving Diversity, bullying and sexual harass... read more
Course Length (minutes)
40
Course ID
DIFF03

Handouts

Description
Leaders Workbook

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