FRANCE Law and Practice Contributed by: Sophie Scemla, Didier G Martin, Diane Paillot de Montabert and Calypso Korkikian, Gide Loyrette Nouel
6.5 Customer Relations To maintain customer trust during a crisis, com- panies should aim at being transparent, proac- tive, and ethical. This involves promptly acknowl- edging the issue and communicating the initial steps taken. Clear and consistent messaging is essential to ensure all customer-facing teams provide aligned information. Where appropri- ate, companies can demonstrate accountability through public commitments to corrective meas- ures, in line with CSR policies, and offer cus- tomer-centric remedies such as compensation or support. Monitoring sentiment and feedback through digital platforms and customer service channels helps address concerns promptly. Companies use a multi-channel approach to keep customers informed, including dedicated crisis hotlines, website updates, email and SMS alerts, social media responses, and customer support teams equipped with compliance- approved scripts for consistency. By integrating compliance, transparency, and responsible business conduct, companies can strengthen customer loyalty and protect long- term brand integrity during a crisis. 6.6 Communication to Employees Effective internal communication during a crisis can be vital for maintaining trust with employ- ees, ensuring business continuity and avoid leakages of rumours. Companies typically use centralised communication through official channels like memos, emails, or intranet pages. Regular updates from leadership keep employ- ees informed, also ensuring consistency with external messaging. Two-way communication mechanisms such as virtual town halls, Q&A sessions, and anonymous feedback channels allow employees to express concerns, while
role-specific information ensures alignment with the crisis response plan. To maintain morale and productivity, companies adopt proactive support measures such as direct communication of executives with employees to reinforce stability. Depending on the type of crisis they are facing can also provide mental health and well-being support through counselling services or stress management resources for instance. Flexible work arrangements, like remote work or adjust- ed schedules, accommodate employee needs, and recognising employee contributions fosters resilience and motivation, and can avoid further liability from the company and prevent leaks. 6.7 Communication With Affected Parties Companies are usually not legally required to establish dedicated communication channels for stakeholders affected by a crisis. However, in regulated industries like financial services, healthcare, and environmental sectors, it can be recommended. Even when not legally man- dated, proactive engagement is a best practice to mitigate reputational and legal risks notably in anticipation of legal actions against the com- pany, to demonstrate corporate responsibility, and to align with RSE principles. Common communication channels used depend on the crisis’s nature and severity. • Dedicated hotlines and email support for direct interaction with concerned parties. • Company websites and crisis portals to provide real-time updates, FAQs, and official statements.
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