Every now and then, businesses come across customers who just pour their heart and soul onto the social media page of their business to express their frustrations. This is usually an unpredictable or unforeseen event that is a potential risk to the business’ reputation. A crisis can include anything from website outage to negative publicity.
This is where the customer support department needs to take control of the situation and do everything they can to put out the fire. The power of social media can be an amazing tool for crisis management. Let’s take a further look at why crisis management is necessary in customer support.
Own the mistake
Well, it goes without saying that if you have done something wrong, then the first thing you must do is to take responsibility for it. However, if you have done nothing wrong, you must STILL own up to the mistake.
It’s pointless to sit and argue about who is wrong and who is right. During situations of crisis or problems caused by outsiders, don’t look for a way to shield your reputation from customer frustration, but rather on understanding and resolving the customer’s complaints.
Shortest response time possible
If someone has complained or expressed dissatisfaction towards your business, especially on social media platforms, you need to correct that situation as soon as you can. It is better to over-communicate than to allow rumors to fill the void.
Consider issuing summary statements, updated action plans and new developments as early and as often as possible. Remember that with today’s social media and cable news outlets, we live in a time of a 24/7 news cycle. Your crisis plan must do the same.
Be honest and transparent
Not being honest can generate negativity towards your business. Be as open and transparent as possible. It will help stop rumors and neutralize a potential media frenzy before it becomes unmanageable.
Project transparency through all communication channels: news interviews, social media, internal announcements, etc. Social media customer service is an essential tool in maintaining clarity and reputation.
Go into ‘rogue mode’
Rogue mode can simply be defined as a dishonest or unprincipled organization that lies or hides the truth in order to protect its reputation. A crisis that is not managed well can wipe out decades of hard work and company value in a matter of hours.
Hide in the dark
The last thing that you probably want to do as a business is going off the radar. Not only will this have a really bad impact on your company’s reputation, but you will have also an irate customer, which can possibly lead to an exponential loss in business through negative reviews or sharing negative experiences through word-of-mouth.
Whenever a crisis arises, the first thing you want to do is get to the core of the problem. An angry customer can be dealt with after the actual problem has been solved. Implement an advanced customer support software to help keep track of any such situations, without falling behind on crucial information.