Spot Check
In this short test, we use predefined scenarios to test your first line employees' reflexes of spotting the first signs of a delicate situation.
Doelstellingen
- Kijken of de aangeleerde theorie ook in de praktijk toegepast wordt
- Awareness creëren met een gesimuleerde klacht / oproep
- Verbeterpunten bespreken met de deelnemer
Objectives
- Do your employees follow the procedures and do they have the right reflexes?
- Immediate feedback during the call
- Evaluating and optimising the procedures
Target group
All employees who have taken the First Line training and are in direct contact with the outside world. This can be by phone (reception, secretariat), online (email, social media) or live (reception, security).
Learning points
A cyber crisis? Don’t just prepare your IT – prepare your entire organisation
Two recent cyberattacks in the retail sector demonstrate how quickly a digital incident can escalate into an operational crisis. At Ahold Delhaize, a cyberattack caused problems...
Crisis communication: develop reflexes, not thick books
Are you really ready to tackle a crisis… or do you just think you are? Many organisations rely on detailed plans, but under pressure these often prove worthless. In a world of...
Extortion and internal threats: is your crisis management up to the task when faced with criminal acts?
The recent extortion case at baby food manufacturer HiPP shows that deliberate contamination is a real risk. However, criminal acts are not among the top priorities for food com...