Training On Customer Care and     Public Relations

Training Objectives

This training will enable the participants to:

• Demonstrate adequate knowledge and understanding of the theory and practice underpinning strategic public relations and customer care
• Understand and define Public Relation and the role of PR in customer care in the organizational development
• Demonstrate an understanding of the impact of on-line technology on the media, 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
• Develop skills and practices that are essential elements to customer care focused services manager
• Demonstrate an understanding of the role of public relations in the growth of an organization and as a competitive tool

WHO SHOULD ATTEND

This training is ideal for Public Relation and Customer Care Consultants, Client Care Managers, Frontline Managers, Administrator and Staff dealing with the Public training to equip participants with the skills, knowledge and confidence to effectively manage the public space, communication and turn around potentially negative performance situations in the workplace, in practical, assertive and constructive manner.

Duration: 5days

Training Topics

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
• ·         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
•  

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