Turning a bad situation into a good customer relationship

Senior Delivery Manager

A senior manager was asked to step in and sort out an issue with one of the company's biggest clients that had escalated into a serious problem. Remembering the techniques he'd learned on his C-Lab programme, he avoided engaging in a blame game argument and listened to the customer attentively and objectively. Taking responsibility for the situation he apologised for the inconvenience caused to the customer and proposed an unexpected way forward. The customer was surprised and also delighted and readily agreed to the manager's solution. In addition, the client relationship is now in much better shape and the risk of future escalations has been greatly reduced.