Difficult People and Situations: Damage Control [efilm]
2015
Streaming Video
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.
Author:
Imprint:
[San Francisco, California, USA] : Kanopy Streaming, 2015.
Collation:
1 online resource (streaming video file)
Notes:
Title from title frames.In Process Record.Originally produced by Seven Dimensions in 2009.In English
System details:
Mode of access: World Wide Web.
Language:
Undetermined
Subject:
Index terms:
K-12Leadership Training
BRN:
494106
Electronic access: