Customer Care And Public Relations Training Course

Introduction

Unlock the secrets to exceptional customer care and master the art of public relations with our Customer Care and Public Relations Training Course. Designed for professionals aiming to excel, this course provides the tools and techniques needed to transform customer interactions and build a stellar public image. Whether you are looking to elevate your career or enhance your business's reputation, this course is your gateway to success. In a business environment, Customer care representatives and public relations professionals are crucial in shaping an organization's image. They tackle daily challenges, from managing difficult clients to handling complex inquiries and threats. These roles significantly influence an organization's reputation. Continuous enhancement of systems, processes, and skills is vital to provide exemplary service to all customers and stakeholders.

Our Customer Care and Public Relations Training Course is designed to equip participants with the essential tools, skills, and techniques to excel in customer care and public relations, ensuring your organization stands out as the preferred choice for customers. This comprehensive training offers proven strategies to enhance individual performance and generate high-value leads. Participants will learn to improve their communication skills, effectively navigate public relations landscapes, and maximize opportunities for their organization's products and services. Upon completion, they will exhibit advanced technical and professional communication abilities, delivering outstanding and memorable client experiences. Skills for Africa emphasizes the importance of PR communications professionals in guiding their organizations through reputation management. Participants will learn to align their efforts with overall business goals by understanding reputation management from the perspectives of management strategy, financial management, and marketing strategy.

Course Objectives

By the end of this Customer Care and Public Relations Training Course, participants will be able to:

• Demonstrate comprehensive knowledge of strategic public relations and customer care.
• Understand and articulate the role of PR in customer care and organizational development.
• Recognize the impact of digital technology on media and develop effective customer care management systems.
• Link excellent customer service with business practices and policies.
• Resolve conflicts and confrontations using effective communication techniques.
• Develop essential practices focused on customer care service management.
• Understand how public relations contribute to organizational growth and competitive advantage.

Duration

5 Days

Who Should Attend

This Customer Care and Public Relations Training Course is ideal for Public Relations and Customer Care Consultants, Client Care Managers, Frontline Managers, Administrators, and staff who interact with the public. It equips participants with the skills, knowledge, and confidence to manage public interactions, and communications, and turn around potentially negative situations in a practical, assertive, and constructive manner.

Course Content

Module 1: Introduction to Public Relations and Customer Service

• Understanding Public Relations
• The Environment of Public Relations
• Scope and Nature of Public Relations
• Key Elements and Benefits of Public Relations
• Cultivating a Customer-Centric Mindset
• The Importance of Customer Service

Module 2: Tools for Public Relations and Customer Service: Communication Skills

• Essential Tools for Public Relations
• Differences and Overlaps in PR, Advertising, and Publicity
• Developing Strong Communication Skills
• Non-verbal and Verbal Communication Techniques
• Projecting a Professional Image

Module 3: Public Relations Process and Customer Analysis: Knowing Your Customer

• The Public Relations Process
• Analyzing External, Macro, and Internal Environments
• Understanding Customer Expectations
• Assertive Working Styles and Service Levels

Module 4: Public Relations and Communication: Calming Upset Customers

• Strategic Planning in Public Relations
• Identifying and Avoiding Causes of Customer Upsets
• Techniques for Calming Upset Customers
• Problem-Solving for Customer Issues

Module 5: Corporate Public Relations and Telephone Customer Service

• Principles of Corporate Public Relations
• Structure and Media Relations in Corporations
• Mastering Telephone Customer Service Skills
• Active Listening and Professional Greeting Techniques

Module 6: Production of Public Relations Materials and Internet Customer Skills

• Crafting Effective PR Communications and Materials
• Internal and External Communication Strategies
• Benefits and Limitations of Printed Materials
• Skills for Internet Customer Service and E-mail Communication Guidelines

Module 7: Media Relations and Time Management Strategies

• Understanding Media Classifications and Relations
• Techniques for Opinion Writing and Monitoring Media Responses
• Crisis Management and Time Analysis Techniques
• Strategies for Stress Management

General Notes

• The course is delivered by experienced trainers with extensive professional backgrounds.
• Training includes practical activities, theoretical knowledge, group work, and case studies.
• Participants receive comprehensive training manuals and additional reference materials.
• A certificate is awarded upon successful course completion.
• Custom-tailored courses to meet specific organizational needs are available. Contact us at training@skillsforafrica.org for more information.
• The training will be conducted at the Skills for Africa Training Institute in Nairobi, Kenya.
• The training fee covers tuition, materials, lunch, and the training venue. Accommodation and airport transfer can be arranged upon request.
• Payment should be made to our bank account before the training starts, and proof of payment sent to: training@skillsforafrica.org.