15 Steps for Handling a Crisis
When a crisis hits, everything seems like it needs to be done immediately,
making prioritization a difficult task. Thinking through and developing a
prioritization list as part of your crisis plan can be very helpful. Here's
an example of a 15-step prioritization list:
- Notify external vendors of pending crisis.
- If you don't have a toll-free number on reserve, call your long distance
carrier to request one.
- Notify the call center manager about the status of the situation.
- Notify the internal group accountable for set-up of a crisis room (if
needed).
- If you are using non-consumer affairs personnel as "crisis
communicators," obtain a training room and call them to assemble for
training (if needed).
- Inform public relations of the crisis toll-free number to be used in the
press release.
- Develop a passive message for the IVR from the press release and obtain
the legal department's approval.
- Develop a Q&A for reps to use to respond to consumers who seek more
information after hearing the passive message.
- Develop concise, yet pertinent background information for rep training.
- If you are using an outside vendor to provide live rep support, or if
you outsource your toll-free number, develop a reference sheet for call
center supervisors that specifies which calls must be referred back to your
company.
- Conduct internal crisis communicator training (if needed).
- Send a copy of your crisis contact list to anyone who may need it,
including outside vendors.
- Identify the specific reports needed from outside vendors and/or the
internal call center, the frequency of the reports and who should receive
copies.
- Notify your internal company operator to change the company after hours
message to direct consumers to the "crisis toll-free number."
- If possible, obtain a cellular phone for your personal use. This can be
beneficial if you are in meetings for most of the day and are difficult to
reach.
-- From "Planning for a Crisis: A Guide for Consumer Affairs," which can be
purchased through the SOCAP International Resource Center Bookstore.
