The Customer Service and Public Relations Masterclass Course

Course Overview:

The Customer Service and Public Relations Masterclass Training Course is a well-designed program which aims to improve the area of customer service, public relations and communication strategy.

Trainees will understand how to integrate PR and customer service into business objectives and develop long-term relationships with the clients as well as harness the power of communication tools available today.

Some of the main issues include; identification of the customer’s requirement, management of difficult situations, development of customer care models, designing and writing materials for print and web. The course includes instruction on social behaviors, manipulative and influential techniques, and crisis management principles and stakeholders involvement.

This course is suitable for people practicing in customer service, PR, marketing and sales. Participants can fulfill the purpose of the organization through effective communication and service strategies whereby they enhance customer service and drive organizational success.

Course Objectives:

By the end of this Customer Service and Public Relations Masterclass Training course, participants will be able to:

• Demonstrate adequate knowledge and understanding of the theory and practice underpinning strategic public relations and customer service
• Understand and define Public Relations and the role of PR in customer care in the organizational development
• Demonstrate an understanding of the impact of online technology on the media, and design customer care management systems
• Identify and establish links between excellence in customer service, business practices, and policies
• Build lasting respect and relationships with colleagues, customers, and friends.
• Change your behavior to match others.
• Setting up good working relationships.
• Learn to impact with integrity.
• To use influencing skills and techniques to build ongoing and long-term relationships with key customers and other stakeholders.
• To be able to create and adapt clear models for communication between your organization and its customers.
• Build cooperation and commitment.
• Comprehend your customers’ needs and how to satisfy them.
• An ability to tailor services to meet your stakeholder's needs.
• Plan communications activity to meet stakeholder needs.
• Explore the range of communication techniques and tools available
• Develop increased skill writing for print and the web and competency in various PR tools and techniques including editing.
• Figure out how to write clear brief and clear objectives.
• Figure out how to be an effective user of e-media.
• Create crisis management techniques.
• Create your interview technique.
• Develop personal communications effectiveness.

Who Should Attend?

Customer Service and Public Relations Masterclass Training course is ideal for:

• Training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel
• Also, anyone who will ever need to influence others, either socially or commercially, and managers who want to add high-level communications and influencing skills to their portfolios

Course Outlines:

The world of customer service excellence

• Customer service and what it means.
• Recognizing excellence in front-line customer services.
• What are the services and products that you offer?
• The role of NLP and Emotional Excellence in customer service.
• What do your customers say about you and your organization?
• What do you want your customers to say?
• Fantasies and legends about customer service

Gaining a greater comprehension of your company

• From decisions to behavioral flexibility.
• Behavioral traits and how to identify them.
• Modifying your behavior to match others.
• Building lasting rapport.
• Sharpen your senses to the signals others are sending you.
• Connect with colleagues and clients at a level that creates deeper trust and commitment.
• Step into another person’s shoes to better appreciate their experiences and motivations.
• Body language clues that show how others are thinking and responding to you.
• Non-verbal clues that show if someone is telling the truth.

Advanced Communication

• What is crystal clear communication?
• Communication excellence through powerful listening and questioning techniques.
• Thinking patterns.
• Filters to communication.
• Metaphors and Models.
• Using perceptual positions to understand your customers’ points of view.
• Logical levels of change.
• Building climates of trust.
• Creating well-formed outcomes.
• Communication skills exercises.

Impacting with integrity

• The importance of value sets in modern-day business.
• Influencing the Influencers and high fliers.
• The importance of matching others’ language patterns.
• Mirroring and pacing – what do they mean?
• Internal and external references.
• Coaching – a tool for self and others.
• Influencing exercises.

Conflict, challenge, and closure

• Confidence and what it means.
• Assertively dealing with difficult people.
• Dealing with difficult customers.
• Maintaining high standards of customer service.
• Reviewing the service that you offer and reacting accordingly.
• Embracing change for the good of all.
• Personal planning session – dealing with your customers.

The 21st Century Communicator

• The role of Communications PR in the organization. 
• The range of media and channels.
• Neuroeconomics and the behavior of our stakeholders.
• A problem-solving approach.
• Personal goal-setting for the program.

From theory to successful practice

• Communications models: implications for practice.
• Psychological themes and construction in practice.
• The art of influence and persuasion.
• Ethics and communications.
• Organizational transparency and communications.
• Taking and interpreting communication briefs.

The Medium is the Message

• Managing stakeholder relations. 
• Choosing channels – matching media to tasks and stakeholders.
• Composing and editing for print.
• I am composing for the web.
• Organizing face-to-face events.

 E-Management x Communication

• Improving the power of communications in the organization and between the organization and its stakeholders.
• Measuring communications effectiveness.
• Using measurement to improve performance.
• Crisis communication.
• Reputation management.

Putting it All Together

• Planning your career and personal development.
• Influencing positively on your managers.
• Managing up and increasing your visibility.
• Networking and effectiveness.
• Teamwork and your effectiveness.
• Time management and work planning.
• Summary and Conclusion.

see more: Strategies of Customer Service Management Course