Episode 220 – Frankie’s 5 Tips for Responding During Severe Weather

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 Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

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“The secret of crisis management isn’t good vs. bad; it’s preventing the bad from getting worse.” – Andy Gilman

Book of the Day: Social Media and Crisis Communication – Lucinda L. Austin and Yan Jin

Five Steps for Responding During Severe Weather

  1. Be Prepared: Develop a plan in advance with your leadership team to include these items:
    1. Who:
      1. Who are the point people for each department and area when weather strikes?
      2. Who will draft messaging for agents?
      3. Who will be working? do I have enough staff?
    2. What:
      1. What constitutes an emergency?
      2. What will agents be allowed to say?
      3. Will you only share updates relevant to your company, or will you provide community information on access to food, water, shelter and news updates?
    3. When:
      1. When will the emergency leadership team meet?
      2. When will updates be given to front line agents?
    4. Why: 
      1. What is our our overarching philosophy behind the plan we have made?
      2. Which parts can be adjusted as needed and which parts cannot?
    5. How: 
      1.  How will updates be given?
      2. How will messaging remain consistent between departments?
      3. How will agents access the internet if a loss of power occurs?
  2. Consider Staffing
    1. Add overtime in advance if you have notice
    2. Choose agents that solve problems well. Listen to Episode 5: Hire the Right Type of Agent
  3. Be Responsive
    1. Let consumers know in advance what the company’s plans are
    2. Set a schedule to provide updates and stick to that schedule
    3. For service companies, consider creating an outage map
  4. Manage Volume: Listen to Episode 6: Respond to Everything for more detail.
  5. Deliver the “All Clear”
    1. Remember to let consumers and agents alike know when the event has passed.
    2. Thank customers for their patience
    3. Thank agents for their dedication
    4. Complete an after action review.

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  • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
  • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
  • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
  • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
  • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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