Remember, your CSR’s are some of your most valuable crisis management assets
Providing great customer service can win you customers for life, and a larger share of those customer’s paychecks, but dropping the ball can, and will, have the opposite effect as well. Properly training customer service agents, giving them the flexibility to problem solve, and ensuring they’re up to date on all policies and practices should be a core component of any crisis prevention plan. If not, you’re asking for pain in the pocketbook, the last thing any organization wants.
Need more convincing? How about this infographic, from the folks over at Groovv:
How Customer Service is Impacting Your Bottom Line and Online Reputation – An infographic by the team at Groovv
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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]
– See more at: http://managementhelp.org/blogs/crisis-management/2014/12/04/facebook-under-fire-in-the-uk/#sthash.qOF57RN0.dpuf
Jonathan L. Bernstein, president of Bernstein Crisis Management, Inc. has more than 25 years of experience in all aspects of crisis management – crisis response, vulnerability assessment, planning, training and simulations.
Erik Bernstein is vice president of Bernstein Crisis Management. Erik started with BCM in 2009 as a writer and subsequently became social media manager for the consultancy itself as well as for a number of BCM clients before moving to the VP position.