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Damage Control
Duration: 14 minutes
AUD $495.00
Synopsis

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.

Version 1: Drama only - 7 minutes.
Version 2: With 20 Key Learning Points - 7 minutes

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.

Download Difficult People and Situations Flyer

Package Description

Each DVD comes 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
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