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Damage Control
Duration: 14 minutes
Synopsis

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.
Key Learning Points
  • 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
Package Description

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

Recommended Audiences
  • Telephone Staff
  • Sales Staff
  • Managers
  • Service Staff
Distributed in the following format(s)
  • DVD
  • Stream
Available in the following language(s)
  • English
  • French
Media Type
 Video Recording
Presentation Style
  • Drama
STOCK CODE
DIFF3
ISBN
9781921409707
Published
Melbourne
Filming location
Melbourne
Release year
2009
Copyright owner
Seven Dimensions
Publisher
Seven Dimensions