The First Line of Defense: Customer Service as a Crisis Prevention Tool
Bernstein Crisis Management
MAY 22, 2025
The First Line of Defense: Customer Service as a Crisis Prevention Tool By Michelle Sinning, APR In an age where reputations can rise and fall in a single tweet, customer service isnt just about resolving problemsits about preventing a crisis. Too often, companies treat customer service as the final step in the customer journey: a reactive department that kicks in only when something goes wrong.
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