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.
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.
This is available as part of
- Leaders Workbook
Only preview versions of handouts can be viewed without a license.