Damage Control - Difficult People and Situations Series

Damage Control - Difficult People and Situations Series

Seven Dimensions
Updated Mar 08, 2019

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.

In this case study, Tash is faced with an angry customer, a quality problem and a team who must learn from mistakes.

This is broken down into 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.

Learning Objectives:

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.

Key Learning Points

  • Listen and apologize
  • Offer effective solution
  • Solve problem without blame
  • Continuous improvement for team

Target Audience

Ideal for telephone staff, sales Staff, managers, service Staff for use in staff meetings, development sessions, and training workshops.