The First Line of Defense: Customer Service as a Crisis Prevention Tool
Bernstein Crisis Management
MAY 22, 2025
When companies train employees not just to respond, but to actively listen and relay insights internally, they become a frontline defense against reputational risk. But if they go unnoticed or unresolved, they can snowball intoincident response situationsthat threaten customer trust and public perception.
Let's personalize your content