Customer Care and Public Relations for Improved Organization Performance Course

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

 

Course Content

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

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808

Training Venue 

The training will be held at our Upskill Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Upskill certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808

Terms of Payment: Unless otherwise agreed between the two parties payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better

Online/ On-site (Nairobi, Kenya) Training Schedule