Below you'll find a list of all posts that have been tagged as “customer service”
Failures in day-to-day communications can create serious threats to reputation Customer service is a critical part of crisis management. The way each individual in your company treats stakeholders is a direct reflection of how your company feels about said stakeholders, …
Customer service is often the first line of defense when it comes to reputation We’ve all had an awful customer service experience. Whether it was in person, over the phone, or now through email and social media, it never leaves …
Why taking care of angry customers is a crisis management concern Making a habit of upsetting your customers is a sure path to crisis, yet many organizations still aren’t managing to keep folks happy. With the average consumer checking social …
A push for change in the world of finance holds lessons for other industries Preventing reputation threats caused by customer dissatisfaction is a common goal of crisis management, and for the financial world (and many other tightly regulated industries) it …
Talk about bad press… Landing on anyone’s “most hated” list is a sign that you may be in trouble, but finding yourself among 24/7 Wall St.’s “10 Most Hated Companies in America” means you’re in desperate need of crisis management. …
Look past the heated tone and understand the issue at hand We don’t think anybody’s going to dispute the brilliance or business savvy of Bill “Microsoft” Gates, so let’s get right into this week’s Crisis Management Quotable: “Your most unhappy …
Venting after a pair of poor customer service experiences What do you do when a paid service you’ve used for years decides customer service isn’t a priority? In the past the answer may have been wading past multiple levels of …
Crisis management pro Jonathan Bernstein takes a low blow from Nutrisystem foods, fights back I made a grand pronouncement on Facebook, earlier this month, that I was starting the Nutrisystem program with the goal of shedding 20 pounds. My original …
Quality service will do wonders for your reputation. Neglect it, and, well, read on… Providing the type of customer service that you would like to experience yourself is one of the most effective, yet least-utilized forms of crisis management. Instead …
You can defuse many crises just by saying, “We hear you.” These days, it’s just as likely that a stakeholder with a question is going to turn to social media as pick up a phone and call your customer service …
YOU CAN’T MAKE THIS S**T UP Yesterday, for reasons unknown, my Internet broadband speed dropped by roughly 2/3, so I attempted to get Time Warner Cable support via their Live Chat option. That required, first, that I provide my name …
Dishonest promotion causes reputation damage We’re always fans of businesses using charitable-type events or offers to promote their reputations. Run things the wrong way though, and you’ll find yourself in crisis management mode instead of reaping in the praise. When …
