By erik on March 14, 2017
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 […]
By Jonathan & Erik Bernstein on July 24, 2015
Bad customer service inevitably leads to reputation damage Treating your customers poorly isn’t something that can be swept under the rug anymore. Besides being called out on review sites, in blogs, and across social media, you’ll also wind up on lists creating by organizations like 24/7 Wall Street, which uses survey data to assemble what […]
By Jonathan & Erik Bernstein on June 18, 2015
There is an undeniable connection between customer service and avoiding crisis Customer service is your first line of defense against crisis, yet all-too-often we see it ignored, farmed out, left to unqualified, untrained staff, or otherwise neglected. As this infographic from Groovy makes clear, the way the people communicating for your organization interact with your […]
By Jonathan & Erik Bernstein on December 6, 2014
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, […]
By Jonathan & Erik Bernstein on May 15, 2014
Is poor customer service creating unnecessary crises for your organization? Customer anger affects business today to such a degree that there are studies focused entirely on the subject. The 2013 National Customer Rage Study aimed to determine what causes rage in customers, how to best mitigate it, and which systems could help to minimize its […]
By Jonathan & Erik Bernstein on October 1, 2013
Rockstar’s reputation may hang in the balance With Grand Theft Auto V claiming the record for not only the fastest-selling video game, but also fastest-selling entertainment product of all time, creator Rockstar North is in crisis management mode as it prepares its servers to handle millions more players than expected at the launch of its […]
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.[Read more ...]
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.
[Read more ...]