Don’t take unnecessary damage due to flaws in customer service
Whether you’re looking at customer service from the perspective of a business owner, customer, or crisis management consultant, it’s clear that providing quality service is important. Especially in a time where it’s just as easy – and often easier – to order something from home with no human interaction at all, how your customers are treated makes a massive difference. We all know that angry customers will take to review sites at the drop of a hat, but what are some other consequences of shoppers being upset with their treatment at the hands of your brand? This Better Business Bureau infographic explains:
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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 vice president for the firm, and also editor of its newsletter, Crisis Manager]
Jonathan L. Bernstein, founder and Chairman 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 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 president position.