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Customer Service
The Customer Service and Public Relations Masterclass
Overview:
Introduction:
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 to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer.
Program Objectives:
At the end of this program the participants will be able to:
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Forge Lasting Customer Relationships: Utilize powerful behavioral tools, including Neuro-Linguistic Programming (NLP) and Emotional Intelligence, to deeply understand and meet customer needs, fostering lasting and meaningful connections.
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Secure Competitive Edge: Implement strategies informed by neuroeconomics to enhance decision-making processes, ensuring the ability to secure and maintain a competitive edge in any marketplace.
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Optimize Communication Channels: Understand and utilize various media channels effectively to develop and enhance relationships with stakeholders, ensuring clear and adaptable communication models between the organization and its customers.
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Stakeholder Engagement: Develop the ability to map stakeholders and leverage relationships effectively, fostering cooperation, commitment, and integrity in influencing and communicating with stakeholders.
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Personal and Organizational Development: Learn to use e-media effectively, enhance personal communication effectiveness, and plan communication activities tailored to meet stakeholder needs, thereby building cooperation, commitment, and organizational success.
Targeted Audience:
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Customer Service.
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Sales Professionals.
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Field Services Representatives.
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Receptionists.
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Front-Line Staff.
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Communication Specialists.
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Public Relations Personnel.
Program Outlines:
Unit 1:
The World of Customer Service Excellence:
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Customer service and what it means.
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Identifying excellence in front-line customer services.
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What are the services and products that you offer?
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The role of NLP and Emotional Excellence in customer service.
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What do your customers say about you and your organization?
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What do you want your customers to say?
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Myths and legends about customer service.
Unit 2:
Gaining a Greater Understanding of Your Company:
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Develop Behavioral Flexibility.
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Identify and Understand Behavioral Traits.
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Adapt Behavior to Build Rapport.
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Enhance Sensory Awareness.
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Foster Deeper Connections.
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Empathize and Understand Perspectives.
Unit 3:
Communication Masterclass:
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What is crystal clear communication?
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Communication excellence through powerful listening and questioning techniques.
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Thinking patterns, Filters to communication, Metaphors and Models.
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Using perceptual positions to understand your customers’ point of view.
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Logical levels of change.
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Building climates of trust.
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Creating well-formed outcomes and Communication skills exercises.
Unit 4:
Influencing With Integrity:
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The importance of value sets in the modern-day business.
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Influencing the Influencers and high fliers.
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The importance of matching others’ language patterns.
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Mirroring and pacing - what do they mean?
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Internal and external references.
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Coaching - a tool for self and others.
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Influencing exercises.
Unit 5:
Conflict and Challenge:
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Assertiveness and what it means.
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Dealing with difficult people in an assertive way.
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Maintaining high standards of customer service.
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Reviewing the service that you offer and reacting accordingly.
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Embracing change for the good of all.
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Personal planning session - dealing with your customers.
Unit 6:
The 21st Century Communicator:
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Introduction and welcome.
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Goal setting for the program.
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The role of Communications PR in the organization and The range of media and channels
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Neuroeconomics and the behavior of our stakeholders.
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A problem-solving approach.
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Personal goal-setting for the program.
Unit 7:
From Theory to Successful Practice:
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Communications models: implications for practice.
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Psychological themes and construction in practice.
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The art of influence and persuasion.
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Ethics and communications.
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Organizational transparency and communications.
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Taking and interpreting communication briefs.
Unit 8:
The Medium is The Message:
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Managing stakeholder relations.
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Choosing channels - matching media to tasks and stakeholders.
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Writing and editing for print .
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Writing for the web.
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Organizing face-to-face events.
Unit 9:
Management Of Communication:
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Improving the power of communications in the organization and between the organization and its stakeholders.
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Measuring communications effectiveness.
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Using measurement to improve performance.
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Crisis communication.
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Reputational management.
Unit 10:
Putting it All Together:
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Planning your career and personal development.
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Impacting positively on your managers.
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Managing up and increasing your visibility.
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Networking and effectiveness.
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Team working and your effectiveness.
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Time management and work planning.