Crisis90 brings scenarios to life and puts the emphasis on training, discussion and learning from each other. It’s a great starting point for larger groups or people new to handling crisis or challenging customer care situations.
Sessions are split into phases, with the scenario brought to life as a range of social media posts, news stories, videos or emails within our secure, browser-based workshop platform.
Each phase has a clear ‘task’ which participants are required to complete in their teams against the clock, from scenario planning to message drafting.
As teams submit their answers, the facilitator replays the submissions to the whole group and leads a discussion on the different approaches taken.
Customer careFor those on the front line, Crisis90 is an opportunity to learn and practice how to handle challenging customer interactions. Agree when to escalate or block, debate strategies for using humour or personality and build relationships with colleagues.
Corporate communicationLook ahead and rehearse future comms challenges or wargame your response to stakeholder pushback on a campaign or issue. Train media, digital and customer teams on the same scenario together, to help everyone understand roles, protocols and tactics better.
Crisis preparednessTrain the team on your crisis plan and templates. Work through an escalating issue together and compare-and-contrast different approaches to strategy, messaging and engagement. Roll out crisis programs across multiple teams or regions based on core scenarios which are quickly localised to each team.
Make learning a memorable experience
Crisis90 adds realism and interactivity to learning about social customer care or crisis management. It’s a guided experience which lets participants apply the theory they’ve learnt to the processes you have in place, in the context of lifelike media, operational and social media injects. It gets people talking, thinking and debating approaches under pressure.
Work together as virtual or co-located teams
Bring teams together whether they’re two feet or two timezones away from each other. Crisis90 works as well over group video call as it does in a meeting room. Team members can type together in realtime, fill in live templates or upload videos or photos from wherever they are. Our Google Docs-style editing lets team members work on statements and strategies while they discuss over your video collaboration tool of choice.