Difficult People and Situations: Damage Control

Streaming video - 2015

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. Version 1: Drama only - 7 minutes Version 2: With 20 Key Learning Points - 7 minutes 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, aga...in apologizing. Part 4: Ensuring Problem Won't Happen Again - Tash debriefs with the team and invites ideas to improve. more