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Crisis Management: Keep out of hot water and prevent escalating situations

A session at The Social Media for Customer Service Summit

Bad social media through customer service often gets blamed for creating and amplifying a PR crisis. Yet the simple truth is that it is your most powerful tool to flag up and mitigate problems that are starting to escalate.

What better way to stop a problem than to deal with it before anyone else notices it's an issue? Use social media correctly, and you can most likely halt a threat to your brand right away. But how DO you spot trouble before it's too late?

In this session Samsung will give you a clear strategy to manage crisis and escalating situations to minimize the risk to your brand.

Escalating Situations: How to assess a potential crisis - and know when stepping in rather than keeping out is the best thing to do
Eyes Wide Open: Establishing a company policy so that everyone involved in your social media operation knows what they need to do to limit the negative impact when you're fire-fighting
Rogue Customers: How to deal with liars, cheats and scoundrels

About the speakers

This person is speaking at this event.
Jessica

Social Media Analyst for Samsung Electronics USA. Catch me @SamsungService caring for customers! Spreading the #SamsungTech love every Tue/Thur @ 4pm bio from Twitter

This person is speaking at this event.
Carla Saavedra

Social Media Strategist for Samsung Mobile Support. Sick phone? Contact @SamsungService or @GalaxySsupport for a little TLC. bio from Twitter

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