Customer Service, Reputation, and the Bottom Line

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    There is an undeniable connection between customer service and avoiding crisis

    Customer service is your first line of defense against crisis, yet all-too-often we see it ignored, farmed out, left to unqualified, untrained staff, or otherwise neglected. As this infographic from Groovy makes clear, the way the people communicating for your organization interact with your stakeholders has a direct correlation to the quality of your reputation:

    How Customer Service is Impacting Your Bottom Line & Online Reputation Infographic

    How Customer Service is Impacting Your Bottom Line and Online Reputation – An infographic by the team at Groovv

    For more resources, see the Free Management Library topic: Crisis Management

    [Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is vice president for the firm, and also editor of its newsletter, Crisis Manager]

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