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Crisis Management Tips for Customer Success Teams
Manage episode 449717595 series 3565799
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In this episode, special guest Megan Nelson joins us to dive into customer support during a crisis! Whether it’s a sudden server outage or an unexpected system issue, handling customer needs under pressure is a challenge every support team faces. Join us as we share real-life lessons from Buzzsprout’s 2021 DDoS attack, where our team went into overdrive to keep customers informed and reassured.
We’ll cover essential strategies for crisis management, including how to communicate effectively with customers, coordinate with internal teams, and stay resilient as a support team.
Tune in to learn how a solid crisis plan can transform a potentially negative situation into an opportunity for building trust and customer loyalty!
We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!
To learn more about Buzzsprout visit Buzzsprout.com
Kapitler
1. Crisis Management Tips for Customer Success Teams (00:00:00)
2. Guest Intro: Megan Nelson (00:00:22)
3. Buzzsprout's 2021 DDoS Attack (00:05:37)
4. Strategies to Prepare for a Crisis (00:13:39)
5. Effective Crisis Communication Tips (00:16:56)
6. Develop Materials Before a Crisis Occurs (00:34:14)
7. Adapting to Changes During a Crisis (00:37:26)
8. Supporting Your Team in Crisis (00:41:15)
9. Support in Real Life: Airlines (00:48:24)
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