Overview
About the programme
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.
Programme includes
DVD 14 minutes
Workbook with activities
Full script
Part of the Difficult people and situations series
Information
Produced Seven Dimensions 2009
