Customer Care And Public Relations For Improved Organization Performance

INTRODUCTION

Customer service is essential in ensuring the clients feels not only valued but also respected and willing to visit the business in future. Customer service can also help an organization to stand out from their competitors, maintain its positive reputation among its customers and therefore gain more in terms of profit arising from retained clients and from referrals coming as a result of well served customers. Public Relations (PR) on the other hand involve raising company's authority, building relationships with key people and managing company’s reputation. Through Public Relation, the company build trust and credibility with groups that are important to it. This 5 days training will equip participants with skills necessary in ensuring organization success, improved individual performance and organization performance at large.

Duration

5 Days

Course Objectives

By the end of this course the participants will:

• Assess and review your value proposition for each core customer segment
• Understand Customer Relationship Management systems and their value
• Align customer service approaches and deliver consistency
• Understand Public Relation and its role in customer care in the organizational development
• Learn how to use media to build effective public relations and design customer care management systems
• Identify and establish links between excellence in customer service, business practices and polices
• Demonstrate skills in resolving conflict and confrontation, identify a plan to apply and enhance communication skills in the workplace to address existing conflicts
• Demonstrate an understanding of the role of public relations in the growth of an organization and as a competitive tool
• Critically review the customer acquisition and retention strategies of leading organisations as benchmarks for success

Who should attend?

• Receptionists
• Customer relations officers
• Administrators
• Marketing executives and managers
• Managers and supervisors
• Customer service professionals

TOPICS TO BE COVERED

Module 1:

Introduction to Public Relations and Customer Service

• Developing a Customer-Centric Mindset
• The Need for Customer Service
• Developing a Customer Friendly Attitude
• Difference between customer relation and public relation
• Nature and Scope of Public Relations
• Elements of Public Relations
• Role of Public Relations
• Benefits of Public Relations

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
• Knowing Your Customer
• 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, 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

Corporate Public Relations and Telephone Customer Service

• Defining 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

Module 5:

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
• Internet Customer Skills
• Websites
• Customer Online Support

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
• Task Analysis

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TRAINING CUSTOMIZATION

This training can also be customized for your institution upon request. You can also have it delivered your preferred location. For further inquiries, please contact us through Mobile: +254 732 776 700 or +254 759 285 295. You can also email us on: [email protected]

REQUIREMENTS

Participants should be reasonably proficient in English. During the trainings, participants should come with their own laptops.

TRAINING FEE

The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

ACCOMMODATION

Accommodation is arranged upon request. For reservations contact us through Mobile: +254 732 776 700/+254 759 285 295 or Email: [email protected]