Customer Service Excellence: Strategies for Outstanding Customer Experiences
01/11/2024Legal Writing and Drafting Skills
01/11/2024Customer Service & Public Relations Masterclass: Building Exceptional Organizational Reputation and Customer Loyalty
£7,000.00
Overview:
As the front-facing representatives of any organization, customer service and public relations professionals play a pivotal role in shaping public perception, building strong customer relationships, and ultimately driving brand loyalty. However, these roles come with unique challenges, such as handling difficult or uninformed customers, managing high expectations, and navigating demanding workloads. To meet these demands, organizations must continuously refine the skills, processes, and systems that support these teams to ensure a consistent, high-caliber customer experience.
The Customer Service & Public Relations Masterclass is a comprehensive training program designed to equip participants with proven techniques, strategies, and insights to excel in their roles. This program not only emphasizes customer service and PR fundamentals but also integrates advanced communication and relationship-building techniques to help participants deliver outstanding service. Attendees will return with the skills needed to create memorable customer experiences, foster positive public relations, and represent their organization with professionalism and poise.
Program Objectives:
Upon completing the Customer Service & Public Relations Masterclass, participants will be able to:
- Demonstrate in-depth knowledge of strategic public relations and customer service principles.
- Recognize and leverage the role of PR in enhancing customer relationships and organizational reputation.
- Implement customer care management systems that integrate modern technologies.
- Link excellence in customer service to organizational policies and best practices.
- Build lasting relationships and mutual respect with clients, colleagues, and stakeholders.
- Adapt behaviors and approaches to align with diverse customer needs and expectations.
- Employ influence and negotiation skills to establish long-term customer loyalty.
- Craft and implement clear communication models that foster positive interactions with stakeholders.
- Design effective communication strategies tailored to stakeholders' needs.
- Develop professional writing skills for both digital and traditional media.
- Utilize crisis management techniques to protect the organization’s reputation.
- Conduct successful media interactions and interviews to enhance public image.
- Advance personal communication effectiveness in public relations and customer service.
Target Audience:
This course is ideal for:
- Professionals in training, customer service, sales, technical support, and accounting
- Field service representatives, finance and credit controllers, reception and front-line staff
- Marketing, communication, and public relations personnel
- Managers seeking to add high-level communication and influence skills to their skill set
Program Outline:
Day 1: The Foundation of Customer Service Excellence
- Understanding customer service fundamentals and excellence.
- Identifying what services and products your organization offers and how to communicate them effectively.
- Leveraging NLP and emotional intelligence to enhance customer interactions.
- Analyzing customer feedback to improve service delivery.
- Developing the customer experience vision and the messages you want customers to take away.
Day 2: Building Organizational Awareness and Flexibility
- Recognizing and adapting to behavioral traits.
- Building rapport and fostering strong connections with customers and colleagues.
- Enhancing flexibility in personal behavior to resonate with diverse customer needs.
- Practicing empathy to better understand customer perspectives and motivations.
- Leveraging body language and non-verbal cues for better communication alignment.
Day 3: Advanced Communication Techniques
- Establishing clear and impactful communication practices.
- Enhancing listening and questioning skills to uncover customer needs.
- Understanding cognitive patterns and filters in communication.
- Building trust and creating conducive communication environments.
- Using models and metaphors to simplify complex messages.
Day 4: Influencing with Integrity
- Exploring the role of values in modern business practices.
- Learning to mirror and pace language patterns to improve communication.
- Coaching as a tool for personal development and mentoring others.
- Practical exercises to influence key stakeholders and support staff motivation.
Day 5: Managing Conflict and Challenging Situations
- Building confidence to handle challenging customer interactions assertively.
- Managing difficult customer situations with poise and professionalism.
- Reviewing and improving service standards to maintain high performance.
- Embracing change to adapt to evolving customer expectations and organizational needs.
- Developing a personal action plan for handling conflict and improving service.
Day 6: 21st Century Communication Dynamics
- Understanding the evolving role of communications and PR within organizations.
- Navigating multiple media channels to maximize outreach.
- Introducing neuroeconomics concepts to better understand stakeholder behavior.
- Developing a problem-solving approach to PR challenges.
- Setting personal goals to apply learned strategies effectively.
Day 7: From Theory to Strategic Application
- Applying communication models to real-world PR and customer service scenarios.
- Integrating psychological insights into public relations practice.
- Building ethical communication strategies that enhance transparency and trust.
- Practicing influence and persuasion within ethical boundaries.
Day 8: The Medium and Message Integration
- Managing stakeholder relations and media alignment.
- Selecting the right channels for various communication tasks.
- Writing and editing techniques for print and digital media.
- Planning and executing impactful face-to-face engagements.
Day 9: E-Communication and Crisis Management
- Strengthening communication effectiveness across digital platforms.
- Measuring and enhancing communication performance.
- Building and implementing crisis management strategies to protect reputation.
- Implementing proactive reputation management techniques.
Day 10: Synthesizing Skills for Career and Organizational Success
- Developing a personal career and development plan.
- Enhancing visibility through effective upward management.
- Building a strong professional network for support and growth.
- Strengthening teamwork and personal productivity.
- Final summary, Q&A, and certificate distribution.