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. Damage Control is part of the Difficult People and Situations Series.
In this case study, Tash is faced with an angry customer, a quality problem and a team who must learn from mistakes.
Difficult People and Situations: Damage Control is broken down into two 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.
Key learning points:
A 7 Dimensions release