On the one hand, we should intensify publicity and education of reputation risk management knowledge, popularize reputation risk management knowledge through training, lectures and competitions, instill reputation risk management concepts, let employees understand the regulations and prohibitions, firmly establish the concept that "reputation risk is no small matter, and everyone is responsible for reputation risk management, focusing on prevention", truly attach importance to reputation risk management ideologically, and always tighten the string of reputation risk in daily work. On the other hand, it is necessary to strengthen the study of crisis management knowledge of the top leaders of grass-roots institutions, and guide outlets to master reputation risk knowledge, basic customer complaint handling methods and media communication skills through case analysis, process guidance and pre-plan drills, so as to effectively improve the awareness of reputation risk prevention and the ability to handle public opinion events.
Second, establish a quality service image.
Improving service quality and level is an important measure to reduce customer complaints from the source and put an end to negative reports. First, we should encourage employees to adhere to the service concept of "customer first, paying attention to details", timely understand and accurately grasp the financial needs of customers, effectively improve customer service, do a solid customer experience, and take the improvement of customer satisfaction as the standard to measure service level, so as to truly achieve customer first and public satisfaction in enterprise management. Second, it is necessary to establish and improve a long-term supervision mechanism for quality services, regularly carry out inspection, assessment and notification of quality services, actively implement the responsibility system for customer service, fully win the trust of customers, regulatory agencies and the media with compliance management and quality services, and continuously improve the predictability of reputation risk prevention. Third, it is necessary to establish an effective customer complaint handling mechanism, comprehensively straighten out the workflow of handling and responding to customer suggestions and complaints, grasp customer opinions and complaint information in time, and do everything possible to resolve and appease customer complaints, improve customer satisfaction and reduce customer complaints.
Third, establish an effective prevention and control system.
Reputation risk matters often involve multiple lines, so it is necessary to establish a good disposal channel. First, establish various risk early warning information platforms, carry out "mine clearance" actions on reputation risks, intensify early warning and inspection on matters prone to reputation risks in various lines, promptly correct and rectify problems of irregular operations and inadequate services, and improve the ability to identify and predict reputation risks. Especially before the formal promotion of new products, service business processes and information systems, it is necessary to conduct reputation risk investigation, formulate plans and organize drills. The second is to establish a reputation risk disposal system. The relevant units bear the responsibility of resolving the reputation risk in the first time, the competent business department bears the responsibility of business support, and the reputation risk management department bears the responsibility of media public relations, fully mobilizing all forces, supporting each other, cooperating with each other, and making joint efforts to actively resolve the reputation risk.
Fourth, improve the media's ability to cope.
First, establish an early warning mechanism for daily media crisis, make full use of public opinion monitoring personnel to monitor social hotspots and media focus information that are easy to cause negative public opinion, monitor and report negative public opinion in time, and strive for initiative in handling reputation events. The second is to improve the first-line crisis response ability, carry out the inspection and review of the plan, and ensure that the plan response measures are appropriate, the process is smooth, comprehensive and thoughtful, and solid and effective; For possible negative reporting information, it is necessary to quickly start the emergency plan for unexpected media crisis and take the initiative to intervene to prevent negative reporting. The third is to strengthen the daily maintenance of media relations, actively maintain media relations like maintaining customer relations, consolidate cooperative relations through positive publicity and other means, and strive for the support and cooperation of the media in preventing reputation risks and handling reputation events.