It is critical for organisations to be able to continue to provide an adequate level of service to their customers throughout an emergency. This is an especially important area which should be given a high level of priority. A customer lost is normally a customer lost forever, and your customers have the right to expect you to plan for unexpected emergencies.
The main customer service activities should be listed in this section of the Plan, and should be ordered in priority sequence. For each essential customer service activity, the outline strategy to be followed in the event of an unexpected emergency is to be stated. The impact of serious disruption to each of these essential customer services should also be stated.
Each strategy should be stated in a manner which can be easily understood and implemented.
The aspect of customer relations management must be considered so that in the event of an emergency, affected customers may be immediately notified and informed of the potential impact on the supplies of products and services.
(To complete the relevant section of the Business Continuity Plan, click here)
This information is derived from the BCP Generator
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