Course description
The voice of the organization to the public, customer service representatives and public relations staff face an arduous task-from dealing with difficult customers, customers with peculiar interests, customers seeking information unrelated to the services the office offers, abusive customers, customers who use threats, overwork among others and organizations need to adopt a practice of continuous improvement of systems, processes and skills of this calibre of staff to ensure that all customers and stakeholders have the right public relations and customer care skills set.
The Customer Service and Public Relations Masterclass Training course will equip participants with specific tools, skills and techniques that are specific and proven to be effective in generating corporate or institutional success, tools which, when applied, yield improved individual performance, skills to generate real and high-value leads, skills to navigate public relations and customer care dynamics to maximize opportunities for organization’s products and services.
Upcoming start dates
Upcoming start dates
Suitability - 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 personal portfolios
Outcome / Qualification etc.
By the end of this Customer Service and Public Relations Masterclass Training course, participant 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 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
- Build lasting respect and relationships with colleagues, customers and friends.
- Change your own behaviour 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 organisation and its customers.
- Build co-operation and commitment.
- Comprehend your customers’ needs and how to satisfy them.
- An ability to tailor services to meet your stakeholders needs.
- Plan communications activity to meet stakeholder needs.
- Explore the range of communications techniques and tools available
- Develop increased skill writing for print and the web and competency in the range of 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.
Training Course Content
Day 1
The world of customer service excellence
- Customer service and what it means.
- Recognising 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 organisation?
- What do you want your customers to say?
- Fantasies and legends about customer service
Day 2
Gaining a greater comprehension of your company
- From decisions to behavioural flexibility.
- Behavioural traits and how to identify them.
- Modifying your own behaviour 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.
Day 3
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’ point of view.
- Logical levels of change.
- Building climates of trust.
- Creating well-formed outcomes.
- Communication skills exercises.
Day 4
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.
Day 5
Conflict, challenge and closure
- Confidence and what it means.
- Dealing with difficult people in an assertive way.
- 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 own customers.
Day 6
The 21st Century Communicator
- The role of Communications PR in the organisation.
- The range of media and channels.
- Neuroeconomics and the behaviour of our stakeholders.
- A problem-solving approach.
- Personal goal-setting for the programme.
Day 7
From theory to successful practise
- Communications models: implications for practise.
- Psychological themes and construction in practise.
- The art of influence and persuasion.
- Ethics and communications.
- Organisational transparency and communications.
- Taking and interpreting communication briefs.
Day 8
The Medium is the Message
- Managing stakeholder relations.
- Choosing channels – matching media to tasks and stakeholders.
- Composing and editing for print.
- Composing for the web.
- Organising face-to-face events.
Day 9
The Medium is the Message
- Managing stakeholder relations.
- Choosing channels – matching media to tasks and stakeholders.
- Composing and editing for print.
- Composing for the web.
- Organising face-to-face events.
Day 10
Putting it All Together
- Planning your career and personal development.
- Influencing positively on your managers.
- Managing up and increasing your personal visibility.
- Networking and effectiveness.
- Team working and your personal effectiveness.
- Time management and work planning.
- Summary and Conclusion.
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London Premier Centre
London Premier Centre is a UK leading training provider based in London and specialises in international short courses. Our inspiring, comprehensive portfolio of more than 400 professional development courses and seminars covers a wide range of professions from Administration, Leadership,...