082 414 5343 / 079 570 1567

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

REQUEST TO PREVIEW

[contact-form-7 id=”4″ title=”Contact form 1″]

Cutting Edge Communication Series

Global Workforce Innovator Laura Goodrich, internationally recognized in change and the future of work has helped hundreds of organizations drive positive change with her book and film, Seeing Red Cars. Creating a Mindset for Change with Seeing Red Cars has Laura coaching you through the strategies you need to create an environment of positive change, both personally and professionally.

Creating a Mindset for Change is a self-contained process that spaces the learning over time. You start your learning by accessing a mindtrigger, a bite-sized lesson that is either a video, audio or written lesson that can be completed in 3 to 8 minutes. After you complete the lesson you are prompted to answer a self-reflection question to make the content personal to your work and life. The online coaching is designed to first lead you through the methodology and next to provide you with the needed tools for real change.

Creating a Mindset for Change
Start Seeing Red Cars and focus on what you DO want! We have 3 Online Learning Processes:
The Complete Package (For Leaders)

Everything that you need to lead intentionally and engage your team to create a collective mindset for change. (35 Mindtriggers)

The Personal Package (For Individuals)

If you want an online learning process for yourself or your team members, this is for you. (27 Mindtriggers)

The Starter Package (For Everyone)

The budget option (but still great). (13 MIndtriggers)

Video Art Essentials - LearnVX