Social Media Customer Service Crisis Management Plan

Develop a complete customer service crisis management plan for [COMPANY NAME], operating in the [INDUSTRY] sector, with active presence on [SOCIAL MEDIA PLATFORMS].\\\\\\\\n\\\\\\\\n**Phase 1 — Detection and Alert (0-1 hour):**\\\\\\\\n- Recommended monitoring tools (automatic alerts)\\\\\\\\n- Criteria to classify as crisis (vs. isolated complaint)\\\\\\\\n- Severity matrix: Level 1 (local), Level 2 (regional), Level 3 (viral)\\\\\\\\n- Internal communication tree (who to activate at each level)\\\\\\\\n- Internal alert template for crisis committee WhatsApp group\\\\\\\\n\\\\\\\\n**Phase 2 — Containment (1-4 hours):**\\\\\\\\n- Standardized initial response for each platform (Instagram, X, TikTok, Facebook)\\\\\\\\n- Official statement (adaptable template)\\\\\\\\n- Reclame Aqui actions (prioritize originating case)\\\\\\\\n- Direct contact protocol with complainer\\\\\\\\n- Team briefing (what to say and NOT say)\\\\\\\\n- Decision: respond publicly vs. move to private\\\\\\\\n\\\\\\\\n**Phase 3 — Resolution (4-48 hours):**\\\\\\\\n- Action plan for the specific case\\\\\\\\n- Transparent communication with updates\\\\\\\\n- Mass negative comment management\\\\\\\\n- Legal escalation if necessary (defamation, fake news)\\\\\\\\n- Consumer protection agency protocol if applicable to the [INDUSTRY] sector\\\\\\\\n\\\\\\\\n**Phase 4 — Recovery (1-4 weeks):**\\\\\\\\n- Post-crisis content strategy\\\\\\\\n- Goodwill actions (compensation, public improvements)\\\\\\\\n- Continuous sentiment monitoring\\\\\\\\n- Lessons learned report\\\\\\\\n\\\\\\\\n**Deliverables:**\\\\\\\\n- Crisis committee: roles and responsibilities\\\\\\\\n- Ready-to-use templates for each phase\\\\\\\\n- Decision checklist for spokesperson\\\\\\\\n- Legal protocol (what not to say to avoid liability)\\\\\\\\n\\\\\\\\nCurrent support structure: [NUMBER] people. Most active platforms: [PLATFORMS]. Daily mentions volume: [NUMBER].