Customer Care And Public Relations Workshop

  • Overview

INTRODUCTION

Customers who are difficult to deal with, have unusual interests, seek information unrelated to the services the office provides, are abusive, use threats, or are overworked are just a few of the challenges that customer service representatives and public relations staff face as the organization's face to the public. Organizations need to adopt a practice of continuous improvement of systems, processes, and skills of this caliber of staff to ensure It is crucial to find new ways to deliver services to accommodate shifting public, customer, and stakeholder needs in order to become the preferred organization among those customers.

Participants in this customer service and public relations training will leave with a specific set of tools, techniques, and skills that have been demonstrated to be successful in generating corporate or institutional success. These tools, when put to use, improve individual performance. Participants will also leave with the ability to generate real, high-quality leads.

When they get back to work, participants will constantly show off their superior technical and professional communications, public relations, and customer service skills by consistently giving organization clients kind, supportive, enduring, and motivational experiences when delivering services and goods.

By improving their ability to collaborate across disciplines and comprehending how reputation is viewed from the perspectives of management strategy, financial management, marketing strategy, and other disciplines that are the business backgrounds of the majority of the management team, Skills for Africa believes PR communications professionals have a responsibility to lead their organizations on reputation management.

COURSE OBJECTIVES

By the end of this course the participants will be able to:

  • Demonstrate sufficient knowledge and understanding of the theory and practice underlying strategic public relations and customer care.
  • Recognize public relations (PR) and its role in organizational development.
  • Recognize the effects of online technology on the media.
  • Design systems for managing customer care.
  • Identify and build connections between excellent customer service, corporate policies, and business practices.
  • Showcase your ability to handle conflict and confrontation, and come up with a plan for how to use and improve your communication skills in the office to resolve any issues that may arise.
  • Show that you have the knowledge and abilities necessary to succeed as a manager of customer-focused services.
  • Explain how public relations may help an organization grow and how it can be utilized as a tool for competition.

WHO SHOULD ATTEND

This course gives participants the skills, knowledge, and confidence to effectively manage the public space, communication, and turn around potentially negative performance situations in the workplace in a practical, assertive, and constructive manner. It is designed for public relations and customer care consultants, client care managers, frontline managers, administrators, and staff dealing with the public.

DURATION

5 Days

COURSE CONTENT

Module 1 Introduction to Public Relations and Customer Service

  • What is Public Relations?
  • The Public Relations Environment
  • Nature & Scope of Public Relations
  • Elements of Public Relations
  • Scope of Public Relations Practice
  • Role of Public Relations
  • Benefits of Public Relations
  • What Is Customer Service?
  • Developing a Customer-Centric Mindset
  • Who Are Your Customers?
  • The Need For Customer Service
  • Developing a Customer Friendly Attitude

Module 2 Tools for Public Relations and customer Service: Communication Skills

  • Tools Used for Public Relations
  • Differences and Similarities in Public Relations, Advertising and Publicity
  • Objectives of Public Relations, Advertising and Publicity
  • Publication
  • Public Opinion Research
  • Developing Effective Communication Skills
  • Presenting a Professional Image
  • Non-verbal Communication Skills
  • Body Language
  • Key Body Language Aspects
  • Physical Distance
  • Verbal Communication Skills
  • The Choice Of Words (May I, Please, Thank You)

Module 3 Public Relations Process and Customer Analysis: Knowing your Customer

  • What is Public Relations Process?
  • External Environment
  • Macro Environment
  • Internal Environment
  • Public Relations Roles
  • Public Relations Tasks
  • Customer Expectations
  • Assertive Working Style – Results-Oriented
  • Analytical – Details-Oriented
  • Amiable – People-Oriented
  • Dominant Behavioral Style
  • Determining Your Level of Service

Module 4 Public Relations and Communication and Calming Upset Customers

  • Planning in Public Relations
  • Scope of Public Relations Planning
  • Approaches to the Planning Process
  • What Makes Customers Upset?
  • Avoiding Upsets
  • 5 Key Steps to Calming Upset customers
  • Accurately identify the problem.
  • Confirm The Customer’s Value

Module 5 Corporate Public Relations and Telephone Customer Service

  • What is Corporate Public Relations?
  • Corporate Organizational Structure
  • Human Resource Development
  • Corporate Planning
  • Corporate Media Relations
  • Mastering The Telephone
  • Answering The Telephone
  • A Professional Greeting
  • Active Listening
  • Putting Callers On Hold
  • Recommendations
  • Transferring A Call
  • Taking A Message
  • Voice Mail
  • Closing The Call

Module 6 Production of Public Relations Materials and Internet Customer Skills

  • PR Communication & PR Material
  • Internal and External Communication
  • Advantages and Limitations of Printed Material
  • Requirements of Corporate Publications
  • The Internet Customer
  • E-mail Communication Guidelines
  • Online Chat
  • Internet Customer Skills
  • Scripted Responses
  • Websites
  • Customer Online Support

Module 7 Media Relations and Time Management Strategies

  • Media Classifications
  • Media Relations
  • Opinion Writing And Public Relations
  • Evoking and Monitoring Media Response
  • Crisis Management
  • Classifications of Media
  • Time Management
  • Time Analysis: Task Identification
  • Task Analysis
  • Stress Management

GENERAL NOTES

  • Our seasoned instructors, who have years of experience as seasoned professionals in their respective fields of work, will be teaching this course. A combination of practical exercises, theory, group projects, and case studies are used to teach the course.
  • The participants receive training manuals and supplementary reading materials.
  • Participants who complete this course successfully will receive a certificate.
  • We can also create a course specifically for your organization to match your needs. To learn more, get in touch with us at training@dealsontrainers.org.
  • The training will take place at DEALSON TRAINERS IN NAIROBI, KENYA in Nairobi, Kenya.
  • The training fee includes lunch, course materials, and lodging for the training session. Upon request, we may arrange for our participants' lodging and transportation to the airport.
  • Payment must be made to our bank account before the training begins, and documentation of payment should be emailed to training@dealsontrainers.org

Course Schedule:
Dates Duration Fees Location Action