Final answer:
To manage the crisis after a system error, the company should acknowledge the issue, apologize to customers, communicate resolution steps, and take prompt action to solve the problem. Ongoing communication for updates and post-resolution follow-ups are crucial for rebuilding trust, as well as improving future crisis management strategies.
Step-by-step explanation:
The company is currently in the response stage of managing a crisis after a system error on their Web server prevented users from uploading data through their remote online entry service, leading to customer dissatisfaction and negative comments on social media and the company's public message board. To effectively manage this crisis, the company should promptly acknowledge the issue, apologize for the inconvenience, and communicate the steps they are taking to resolve the problem. Drawing on a similar situation wherein a lunch-hour manager at a fast food restaurant handled customer complaints about confusing line-ups by implementing floor markings, the company should promptly take action to rectify the situation. Additionally, ongoing communication to keep the customers updated on the progress, and after the issue has been resolved, following up with customers to ensure their satisfaction will help rebuild trust. It's also important to review and adjust their crisis management strategies based on this experience to better handle similar situations in the future.