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Online crisis management คืออะไรแล้วมันมีความสำคัญต่อธุรกิจของคุณอย่างไร ?

เคยได้ยินคำว่า Online crisis management กันรึเปล่าครับ ? บางคนอาจจะเคยได้ยินผ่านๆ แต่ไม่รู้ว่าความหมายมันคืออะไร บางคนก็เคยรู้ความหมาย แต่พอมันยังไม่เกิดขึ้นก็เลยลืมไปแล้วว่ามันคืออะไร ไม่เป็นไรครับ ใครที่ยังไม่รู้หรือรู้แต่ลืมไปแล้ว วันนี้เราจะมาทำความรู้จักกับ Online crisis management หรือแปลเป็นไทยในความหมายของผมก็คือ “ไฟลามทุ่ง” ไปพร้อมๆ กันเลยครับ

อย่างที่ผมบอกไปว่า Online crisis management มันเปรียบเสมือนไฟลามทุ่ง เพราะความหมายของมันนั้นก็คือการเกิดวิกฤตในด้านการบริหารจัดการหรือในการนำเสนอธุรกิจของคุณต่อสาธารณะชนจนทำให้ภาพลักษณ์ของแบรนด์เสียหาย ซึ่งเจ้าวิกฤตนี้แหละที่จะทำให้ธุรกิจของคุณเกิดการชะลอตัว ขาดทุน หรือเป็นช่องทางให้คู่แข่งถือไพ่เหนือกว่าได้ ยกตัวอย่างเช่นถ้าคุณทำแบรนด์เกี่ยวกับเสื้อผ้าและรองเท้า แล้วคุณโปรโมทไปทางสื่อออนไลน์เต็มที่ไปเลยว่า อีกสองวันคอลเลคชั่นใหม่จะวางจำหน่าย แต่แล้วพอเวลาผ่านไปจากสองวันกลับกลายเป็นสองเดือนแทน แล้วถ้ายิ่งมีการเปิดรับพรีออเดอร์ด้วยละก็ รับรองเลยครับว่าแบรนด์ของคุณโดนถล่มเละอย่างแน่นอน เพราะคงไม่มีลูกค้าคนไหนอยากโอนเงินเพื่อพรีออเดอร์สินค้าแล้วต้องรอไปอีกสองเดือนหรอกจริงมั้ยละครับ และด้วยความผิดพลาดที่เกิดขึ้นเช่นนี้ ความน่าเชื่อถือในตัวแบรนด์ของคุณก็จะลดลงไป หรือเปิดโอกาสให้ลูกค้าหันไปมองหาสินค้าจากแบรนด์อื่นแทนในที่สุด หรือหากคุณทำธุรกิจเกี่ยวกับการทำประกันที่มีระบบการทำประกันออนไลน์ได้ ซึ่งเมื่อลูกค้าทำการจ่ายเงินแล้วโดยมีหลักฐานในการโอนเงิน นั่นถือว่าการประกันต้องเริ่มต้นขึ้น ณ.เวลานั้นเลย เพราะฉะนั้นหากรถเกิดอุบัติเหตุขึ้นคุณก็ต้องทำการเคลมประกันให้ทันที ถึงแม้ว่าในเรื่องของระบบการเงินจะยังไม่มียอดแจ้งเข้ามาก็ตาม เพราะมันคือเรื่องของการบริการและการให้ความคุ้มครองที่บริษัทประกันทุกแห่งต้องให้ความสำคัญ

สำหรับวิธีแก้ปัญหากับกรณีของ Online crisis management หรือไฟลามทุ่งนั้นก็คือ การตัดไฟตั้งแต่ต้นลมครับ เมื่อคุณรู้ว่าจะมีข้อผิดพลาดเกิดขึ้นจากการประชาสัมพัธ์หรือโปรโมทสินค้าก็ตาม ให้รีบดำเนินการชี้แจงและแก้ไขทันทีครับ อย่างกรณีที่ผมยกตัวอย่างไป เมื่อรู้แล้วว่าคอลเลคชั่นใหม่ของคุณไม่สามารถมาทันได้ในเวลาสองวันแน่ๆ ให้รีบแจ้งขออภัยแก้ลูกค้าที่หน้าเว็บไซต์หรือหน้าเพจไปเลยครับ แล้วชี้แจ้งอย่างตรงไปตรงมา ว่ามันเกิดข้อผิดพลาดอย่างไร ที่สำคัญสุดเลยก็คือการแสดงความรับผิดชอบครับ เช่นโอนเงินคืนทันที หรือหากลูกค้าคนไหนรอสินค้าได้ก็จัดของแถมเล็กๆ น้อยๆ แต่ประทับใจให้เป็นการขอบคุณและขอโทษเลยครับ

เชื่อเถอะว่าถ้าคุณรู้ตัวว่าผิดพลาดแล้วออกมาชี้แจงขอโทษกันไป ใครๆ ก็อยากให้อภัยครับ ดีกว่าปล่อยให้ถึงเวลาที่เกินการควบคุมแล้วค่อยออกมาขอโทษนะครับ เพราะแบบนั้นชื่อเสียงของแบรนด์คุณคงมอดไหม้ไปกว่าครึ่งแล้วละ สุดท้ายนี้ผมก็ขอฝากเอาไว้สักหน่อยนะครับว่า การทำธุรกิจโดยเฉพาะทางออนไลน์นั้น ความจริงใจเป็นเรื่องที่สำคัญที่สุดครับ เพราะเมื่อคุณให้อย่างจริงใจ คุณก็จะได้รับอย่างจริงใจเช่นเดียวกันครับ

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