DAMAGE CONTROL - FROM DIFFICULT PEOPLE AND SITUATIONS SERIES-

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 PROBLEMS WON'T HAPPEN AGAIN - Tash debriefs with the team and invites ideas to improve.

Available in French: Comment gérer une Réclamation Client