Resolve Complaints for Damage Control

Explore a dramatized 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.

Learn excellent complaint resolution skills for a team. 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;