INTRODUCTION
The voice of the organization to the
public, customer care 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 caliber of staff to ensure that all customers and
stakeholders have the right public relations and customer care skills set. It
is of paramount importance to identify different ways to deliver services to
meet changing public, customer and stakeholders needs so as to be the
organization of choice among those customers.
This Customer Care and Public Relations
Training 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.
Upon return to work, participants will
demonstrate superior technical and professional communications, public
relations and customer service skills at all times through the consistent
provision of polite, helpful, memorable and inspiring experiences to
organization clientele in the delivery of services and products.
Skills for Africa believes PR communications professionals have the responsibilities to lead
their organizations on reputation management by enhancing the ability to work
across disciplines, and understand how reputation is seen from the perspectives
of management strategy, financial management, marketing strategy, and other
disciplines that are the business backgrounds of most of the management team.
COURSE OBJECTIVES
By
the end of this course the participants will be able to:
WHO
SHOULD ATTEND
This
course provides 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
5
Days
COURSE
CONTENT
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
· 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 and 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
GENERAL
NOTES
·
This course is delivered by our seasoned trainers who have
vast experience as expert professionals in the respective fields of practice.
The course is taught through a mix of practical activities, theory, group works
and case studies.
·
Training manuals and additional reference materials are
provided to the participants.
·
Upon successful completion of this course, participants will
be issued with a certificate.
·
We can also do this as tailor-made course to meet
organization-wide needs. Contact us to find out more: training@skillsforafrica.org
· The training will be conducted at SKILLS FOR AFRICA TRAINING
INSTITUTE IN NAIROBI KENYA.
· The training fee covers
tuition fees, training materials, lunch and training venue. Accommodation and
airport transfer are arranged for our participants upon request.
·
Payment should be sent to our bank account before start of
training and proof of payment sent to: training@skillsforafrica.org
Dates | Fees | Location | Apply |
---|---|---|---|
05/06/2023 - 09/06/2023 | $1500 | Mombasa | Physical Class Online Class |
03/07/2023 - 07/07/2023 | $2950 | Kigali | Physical Class Online Class |
07/08/2023 - 11/08/2023 | $1350 | Nairobi | Physical Class Online Class |
04/09/2023 - 08/09/2023 | $1500 | Mombasa | Physical Class Online Class |
02/10/2023 - 06/10/2023 | $2950 | Kigali | Physical Class Online Class |
06/11/2023 - 10/11/2023 | $1500 | Mombasa | Physical Class Online Class |
04/12/2023 - 08/12/2023 | $1350 | Nairobi | Physical Class Online Class |