Wgu D649 Task 2 - Crisis Communication Strategy | Big Data Foundations | latest update

D649 Task 2 Template A1. Stakeholders Internal stakeholder: Customer Service employees External stakeholder: Customers who own the recalled smartphone model A2. Potential Impact Stakeholders Potential Impact Internal: Customer service employees may experience increased stress and higher workloads due to a large volume of customer complaints, questions, and recall requests. They may also face concerns about the company's reputation and future business performance. External: Affected customers may experience safety concerns, property damage, inconvenience, loss of trust in the company, and disruption from having to replace or return their phones. A3. Holding Statement D649: Crisis Communication D649 Task 2 Template Holding Statement Earlier today, we were made aware of an issue that is affecting one smartphone model. The safety and well-being of our customers is our first priority. As soon as this issue was brought to our attention, we launched an internal investigation, reviewed customer reports, and worked with our engineering team to identify the cause of the problem. After a thorough internal investigation, we learned that manufacturing flaws and design deficiencies in the battery of one smartphone model may cause overheating, rapid battery drain, and in some cases battery explosions. This issue only affects the recalled smartphone model and does not affect any other TechNova products. We are committed to making things right for impacted customers. We have issued a full recall for the affected model. We ask impacted customers to stop using the device immediately, contact our dedicated helpline, and choose a replacement phone or full refund. TechNova will cover shipping costs and provide a statement credit equal to one month of service charges. D649: Crisis Communication D649 Task 2 Template A4 and 5. Key Message Planner Stakeholder Audience Key Message Internal: Customer service employees TechNova is committed to supporting employees throughout the recall process by providing clear information, customer service resources, and regular updates so employees can confidently assist customers and address concerns.