Stop the blaming!
A better approach to resolving customer-supplier problems.

Details: This 30-minute web presentation will provide a framework for addressing problems between customers and suppliers that minimizes subjectivity and emotions. Customers and suppliers tout their partnership approaches until trouble occurs. Then they resort to a blame storming approach with each side accusing the other of creating the trouble. This spirals with more emotions until one side gives in. The surrender generally changes the relationship in a negative manner even resulting in the end of the partnership. Kepner-Tregoe (KT) has developed a process-oriented framework that provides structure to stop the blaming and start resolving problems.

Takeaways: You will understand how the systematic KT Problem Solving and Decision Making processes effectively resolve customer-supplier problems. KT’s rational processes provide the tools for clarifying customer-supplier trouble, organizing and preparing for a resolution meeting, conducting a productive resolution meeting and ultimately documenting results and next steps.

Presented by: Dan Kowalski and Trina Crockett. Dan is a senior consultant who has been resolving customer supplier trouble using KT processes for over 20 years. Ms. Crockett focuses her time as a CRM in the Consumer Practice.

Additional Information: Who should attend: Anyone who has to work on customer-supplier problems and is tired of playing the blame game.