About This Product

Damage Control in the Workplace (14:00 minutes)

In this installment in the Difficult People and Situations series, this workplace video focuses on effective Damage Control. This training is recommended for telephone staff, customer service, sales, and management.

In this case study, you’ll experience a major product delivery disaster which results in a very angry client. Through the excellent management of the situation by the account manager, you will learn how to maintain exceptional service, communication, problem solving skills, and leadership even during a crisis.

This workplace video is available featuring just the drama or including 20 valuable key learning points.

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

Synopsis

• Part 1: The Problem – Discovery of the problem by the client. The account manager takes accountability for the problem and commits to solving the problem quickly.
• Part 2: Resolving the Problem – The account manager investigates the problem internally and leads the team to implement a quick solution.
• Part 3: Updating the Client – Communication on the status of the solution through every step of the process.
• Part 4: Moving Forward – Putting measures in place to ensure that the problem will not happen again.

About the Author

These powerful videos were created by Australian Registered Psychologist, Eve Ash, founder of Seven Dimensions and Ash Quarry Productions. Since 1979, Eve has been a pioneer in developing compelling training videos; producing over 500 videos over the last 30 years.

Download Difficult People and Situations Flyer

Package Description

Leader's Guides with each DVD include discussion questions, activities, handouts and full scripts.

Recommended Audiences

• Telephone Staff
• Service Staff
• Sales Staff
• Managers

Distributed in the following format(s): DVD

Available in the following languages: English

Media Type: Video Recording

Presentation Style

• Drama

Once purchased, download instructions will be sent to you via email. (PC and MAC Compatible).

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