Overview
• Unplanned and urgent customer incidents are daily occurrences, and though they come unexpectedly and each one is different from the others, the KA manager can be prepared for how to tackle them.
• When facing difficult situations, you must prepare for the discussion and be sure that you know what is going on and to time things correctly.
• Delivering the message requires sticking to the point and, at the same time, being humble and open to feedback from the customer. It is easy to get diverted and lose control of the conversation.
• When a solution is found, it is important to still keep on top of the issue, ensuring that the problem is suppressed for good.
A Rough Wake Up
Scenario: You get a call from a customer ...
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