In Damage Control you will explore a case study of a product launch delivery disaster and a very angry client - all superbly managed by the account manager, who demonstrates exceptional service, communication, problem solving, and team leadership skills.

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

• In Part 1, 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.
• In Part 2, Tash investigates the problem internally - without blame, and leads the team to implement a quick solution.
• In Part 3, Tash keeps the client informed and outlines the full solution, again apologizing. And in Part 4 Tash debriefs with the team and invites ideas to improve.

• When a customer complains, listen and apologize
• Offer an effective solution and prevent further damage
• Solve the problem without blaming
• Explore process improvement
• Ensure each mistake leads to continuous improvement for the team

With a workbook with activities, handouts and a full script.

• Telephone Staff
• Sales Staff
• Managers
• Service Staff

• DVD
• Stream

• English
• French

• Video Recording

• Drama