Stage 3

HaveYourSay

Team Name:

Name of first member: Pranav JainCollege Name:IMT-G

Name of second member:Pratik RanjanCollege Name:IMT-G

Part I : Developing a Mechanism

Keep a Vigil

Presence on all prominent social media platforms

Know everything being discussed about you

Be the first one to know whenever remembered

Lets see how it can be done

Provide a forum to talk everything positive and negative too

Make customers vent anger on a venue you control

Respond first on the forum where the crisis occurred

Respond Immediately

Apologize if need be

Presence on Social Media Platform

You can’t react if you don’t know!!!

So how do we know where are things getting hot??

use Customer Relationship Management Tools

Enhance your Listening Skills

Company/Brand mentionedon Social Media

Dissatisfied customer mentions Shoppii on the web #shoppii 1

The monitoring tool analyses the post and sends an alert to the customer service manager 2

The customer service manager tracks it to the responsible team for action 3 The team takes

necessary action and gives feedback to customer service manager4

Customer service manager replies to the post acknowledging the problem and assuring immediate action 5

The fire is doused as the customer waits for the action to be taken6

Working of the Monitoring Tool

Part II : Handling the Current Crisis

Immediate Steps to be Taken • Stop the Fire from Spreading

• Douse the Fire

• Learn from the Incident

Stop the Fire from Spreading

Respond on Twitter immediately

Apologize and Assure of Immediate Action

Share the post as much as possible on Twitter

Knowing that someone is looking after the problem will calm Ms Anita

Douse the Fire

Make sure that the correct product is delivered within a day to Ms Anita

The top managements issues a statement :- Apologizing for the inconvenience causesActions taken Re-affirm the commitment to provide

memorable shopping experience

Learn from the Incident

Making mistakes is not a crime

Learning from it is more important

Circulate a communication in the entire organization informing them about the

learning from the incident