The Customer Service & Public Relations Masterclass

Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art program to enable you to exploit this colossal opportunity.

In a fast-paced, interactive program you will work closely with other delegates to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer. You will learn how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty

This highly interactive and fun program examines in-depth how-to. This program will enable you to:

• Build lasting and meaningful relationships with your customers
• Use powerful behavioral tools to ensure you secure and maintain a competitive edge within any marketplace
• Gain a greater understanding of your customers’ needs and how to satisfy them
• Explore the basics of Neuro-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
• Understand how media channels to con be used successfully to develop and enhance relationships
• Understand the process of decision-making based on learning from neuroeconomics
• Develop your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders
• Influence with integrity and effective communication

Course Objectives of Customer Service & Public Relations Masterclass:

• Build lasting rapport and lasting relationships with colleagues, customers, and friends
• Modify your own behavior to match others
• Establishing good working relationships
• Learn to influence 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 crystal clear models for communication between your organization and its customers
• Build co-operation and commitment
• Understand your customers’ needs and how to satisfy them
• An ability to tailor services to meet your stakeholder's needs
• Plan communications activity to meet stakeholder needs
• Be more versatile in every customer or stakeholder-facing situation
• 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
• Learn how to write clear brief and clear objectives
• Learn how to be an effective user of e-media
• Develop crisis management techniques
• Develop your interview technique
• Develop personal communications effectiveness
• Recognize behaviors that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike