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Damage Control: Difficult People and Situations 3 (14 minutes)

This is 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 ability 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 apologises and commits to solving the problem quickly.

Key Learning Points:

When a customer is angry … respond professionally.

  1. Respond calmly and obtain facts
  2. Apologise and take responsibility
  3. Outline solution
  4. Reassure with timelines
  5. Apologise again
  6. Give full commitment


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Cutting Edge Communication Series

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