Elements and Performance Criteria
- Identify and acknowledge the crisis.
- Provide customer crisis care.
- Organise services to assist customer.
- Develop an action plan to manage the crisis.
- Promptly identify and access sources of assistance.
- Assist the customer to access service providers.
- Minimise disruption to other customers and maintain their services.
- Organise operational services to assist customer in crisis.
- Involve key people in managing customer crisis and integrate their perspectives.
- Provide explicit details of progress with and final confirmations of operational services to customer and other key people.
- Evaluate and debrief customer crisis management.