Melissa Agnes

JULY 9, 2014

However, one area of the customer service training that often gets overlooked is issues management. In today’s digital and fast-paced world, it’s your customer service, your frontline, that will often be in a position to, not just detect a rising issue, but put out the flames – if you educate and train them to do so.

Customer Service 192

Customer Service Training Crisis Education 192

Melissa Agnes

AUGUST 4, 2014

When asked how they determine whether or not a negative comment or post is worth paying attention to (in other words, can it potentially escalate into a crisis), most organizations will respond “we look at the influence of the individual or company responsible for the post” But what does this really mean?

Viral 254

Viral Crisis Case Study Reputation 254

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. Your social media manager needs to be more than someone who just knows how to schedule posts on Facebook. Here are some of the topics this training needs to include: Issues management: being able to sort out what needs to be answered and what does not.

Social Media 239

Social Media Crisis Training Media 239

Melissa Agnes

MAY 22, 2014

Effective issues management is a hot topic these days, which makes sense considering that every week presents us with another organization in need of putting their issues management to practice. When it comes to your organization’s issues management, equipping your frontline with a response flow chart is essential.

Crisis Management 273

Crisis Management Crisis Infographics Guidelines 273

Melissa Agnes

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. Do your customer service representatives understand their responsibility when it comes to issue management ? But let’s not be fooled. Your next steps.

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

Melissa Agnes

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. Do your customer service representatives understand their responsibility when it comes to issue management ? But let’s not be fooled. Your next steps.

Crisis 100

Crisis Exercises Customer Service Training 100

Frederik Vincx

DECEMBER 11, 2015

The issues we face in practice are well documented: measurement, media, paid, planning, and workflow. The highest skills gaps were reported as measurement (53%), budget management (44%), crisis management (37%), and digital communications/social media (35%). Solving these issues won’t happen during billable hours.

How To 60

How To Software System Employee 60