Masterclass in Customer Service and Public Relations (10 Days)

Introduction

Our masterclass on customer service and public relations combines advanced management of customer service with PR and communication strategies to form an innovative program that enables you to capitalize on significant opportunities.

In this interactive public relations masterclass, you will be fully engaged in sharpening your relationship-building skills and strategies through a structured approach designed to engage with the "new" consumer.

This masterclass will demonstrate how to build lasting rapport and mutual respect with customers, identify their needs, match them effectively, gain their confidence, and maintain long-term business relationships.

Objectives

By the end of this Customer Service and Public Relations course, participants will be able to:

• Establish long-term, meaningful relationships with customers.
• Utilize behavioral tools to gain a competitive edge in any market.
• Gain deep insights into meeting customer needs effectively.
• Understand the basics of Neuro-Linguistic Programming (NLP) and Emotional Intelligence to enhance customer service management.
• Use media channels effectively to build strong client relationships.
• Explore decision-making processes through neuroeconomics.
• Create and manage stakeholder maps strategically.
• Influence ethically and communicate convincingly.
• Develop clear communication models that link organizations with their customers.
• Plan communication activities aligned with stakeholder needs.
• Foster cooperation and commitment within teams.
• Master the use of e-media for effective communication with clients.
• Enhance personal communication effectiveness.

Training Methodology

• Interactive workshops
• Case studies
• Role-playing exercises
• Group discussions
• Simulations
• Peer feedback
• Expert-led sessions
• Multimedia presentations
• Real-world scenarios
• Team projects
• Continuous assessment
• Self-assessment tools
• E-media usage exercises
• Post-training follow-up

Course Outline

Module 1: The World of Customer Service Excellence

• What does customer service mean?
• Identifying excellence in front-line customer services.
• Understanding the deliverables of your business.
• The impact of technology on service delivery (e.g., in banking).
• The role of NLP in enhancing emotional intelligence.
• The image customers have of the organization.
• Seeking feedback from customers.
• Common myths and misconceptions about customer care units.

Unit 2: Gaining a Greater Understanding of Your Company

• From judgments to behavioral flexibility.
• Recognizing and adapting to patterns of behavior.
• Building long-term client relationships through rapport.
• Observing non-verbal cues during conversations.
• Deepening trust within teams and between employees and managers.
• Customer motivation models: Understanding what customers do, think, and feel.
• Interpreting body language (kinesics) and its impact.

Unit 3: Communication Masterclass

• Effective vs. unclear communication.
• Strategies for active listening and asking questions.
• Cognitions that hinder proper communication.
• Factors affecting communication processes.
• Using metaphors and analogies to enhance understanding.
• Comparing perceptual positions to understand customer perspectives.
• Building climates of trust and formulating well-formed outcomes.
• Communication skills exercises.

Unit 4: Influencing with Integrity

• Identifying personal and corporate value systems.
• Influencing key personnel: Tips and techniques.
• Matching and mirroring patterns of speech for effective communication.
• Pacing and mirroring techniques.
• Practical exercises in influencing skills.

Unit 5: Conflict and Challenge

• Understanding assertiveness.
• Dealing with difficult characters assertively.
• Managing demanding customers.
• Maintaining high customer care standards.
• Reviewing services and taking corrective action.
• Embracing change for improvement.
• Personal planning for customer interactions.

Unit 6: The 21st Century Communicator

• Introductory remarks and program goals.
• The role of communications PR in organizations.
• Understanding different media and channels.
• Applying neuroeconomics and stakeholder behavior in communication.
• Problem-solving approaches for career development in communication.

Unit 7: From Theory to Successful Practice

• Implications of communication models for practice.
• Psychological themes and their practical applications.
• Influence and persuasion strategies for social networks and business communities.
• Ethics and communications: Transparency and integrity.
• The role of visual aids in communication.
• Developing and interpreting communication briefs.

Unit 8: The Medium is The Message

• Strategies for stakeholder relations management.
• Selecting appropriate communication mediums for different stakeholders.
• Professional writing techniques for letters.
• Expertise in digital media and web writing.
• Effective event organization for stakeholder engagement.

Unit 9: Management of Communication

• Enhancing organizational communication dynamics.
• Evaluating communication effectiveness.
• Using metrics to improve communication efficiency.
• Managing crisis communication and protecting organizational reputation.

Unit 10: Putting it All Together

• Creating a career plan and personal development steps.
• Impacting managers’ behavior and performance for achieving organizational goals.
• Managing up and increasing visibility among colleagues.
• Networking for effectiveness and career opportunities.
• Understanding teamwork and personal performance.
• Mastering time management and work planning.