Ten Commandments of Dealing with People in a Crisis

1. THOU SHALL NOT LIE.

2. THOU SHALL TRULY CARE FOR YOUR CUSTOMER.

3. THINK “WHAT IS RIGHT”

4. IDENTIFY ALL OF THE POSSIBLE VICTIMS AND DEAL WITH ALL VICTIMS

5. COMMUNICATE: ANY INFORMATION IS HELPFUL

6. MAKE NO PROMISES, EXCEPT THAT YOU WILL FIND THE ANSWERS.

7. PROVIDE FACTS, TRY NOT TO PROVIDE OPINIONS

8. UNDERSTAND THE PROBLEMS, NOT THE CAUSE

9. FOLLOW UP, NEVER FORGET THEM

10. START AND END YOUR APPROACH WITH YOUR CORPORATE MOTTO.

© JAMES H. MOSS 2002 – 2011

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