First line
A sensitive situation is reported. Do your employees have the right reflex:
- when a complaint from a consumer or customer arrives?
- when a journalist asks questions?
- when a visitor becomes aggressive?
In this interactive training, the emphasis is on the first reaction in sensitive situations with the outside world. Your employees are made aware of their role in receiving the first signals of a potential crisis.
The general goal is to increase incident and crisis awareness within your company.
Programme
- Individual processing of the theory via a digital platform (20 minutes);
- Individual telephone coaching with role-playing games (30 minutes).
- Digital test (10 minutes).
Target group
Employees who are in direct contact with the outside world, whether by phone (reception, secretariat), online (email, social media) or in real life (reception, security).
Important information for the participants
It is important to communicate in advance with your participants about the objectives of the training. This way they are aware of the program and can come prepared.
Learning points
The crisis as the new normal
For an increasing number of Belgian food companies, crises are no longer the exception, but the new normal. The days when a crisis was a clearly defined incident, are far behind...
Keep intruders out: strengthen your company’s physical security
Cybercrime often takes centre stage these days. But while digital firewalls are being fortified, physical gates are sometimes left wide open. As a food producer, your responsibi...
6 lessons from our Lunch & Learn “Sensitive Consumer Complaints”
During our Lunch & Learn “Sensitive Consumer Complaints,” experts and companies provided insights into how to effectively handle challenging complaints. You can find...