Playlist

Managing a Crisis

Learn from these practical approaches for preparing for a crisis, and for responding to customers during and after the event. Topics include how to communicate clearly and openly, how to apologize effectively, and how to work with your angriest customers.

7 posts 5 authors

01.

The Right (and Wrong) Way to Handle a Company Crisis

What to do, and what NOT to do when things go wrong Learn with practical examples from Buffer, HMV and Adobe.

Gregory Ciotti 10 min read

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02.

How to Communicate With Customers During an Outage

Downtime is inevitable. Make sure your customer support team is prepared.

Mathew Patterson 8 min read

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03.

How to Handle the Trickiest Support Scenarios

You can't anticipate every tough customer conversation, but it never hurts to be prepared as best you can.

Emily Triplett Lentz 8 min read

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04.

How to Talk to Your Angriest Customers

Being able to assess and address customer complaints is key to providing great customer service.

Gregory Ciotti 10 min read

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05.

How to Apologize: 5 Elements of a Successful ‘I’m Sorry’

The ability to apologize effectively is a customer service superpower, and you don’t even need to be bitten by a radioactive animal to develop it.

Mathew Patterson 6 min read

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06.

Deliver Exceptional Service During the Seasonal Rush: Q&A with Adrian Swinscoe and Nick Francis

33 min read

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07.

Support 101: How to Have Difficult Conversations

Communicating bad news to customers can be complicated, but following a few basic guidelines will ensure you say it right the first time and every time.

Abigail Phillips 3 min read

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