1. Stage 3
Have
Your
Say
Team Name:
Name of first member: Pranav Jain
College Name:IMT-G
Name of second member:Pratik Ranjan
College Name:IMT-G

2. Part I : Developing a Mechanism

3. 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

4. Presence on Social Media Platform
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

5. Enhance your Listening Skills
You can’t react if you don’t know!!!
So how do we know where are things getting hot??
use Customer Relationship Management Tools
Company/Brand mentioned
on Social Media

6. Working of the Monitoring Tool
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
manager
4
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 taken
6

7. Part II : Handling the Current Crisis

8. Immediate Steps to be Taken
• Stop the Fire from Spreading
• Douse the Fire
• Learn from the Incident

9. 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

10. 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 causes
Actions taken
Re-affirm the commitment to provide
memorable shopping experience

11. 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