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:

• 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.

• 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.

• 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.

• Stakeholder Engagement: Develop the ability to map stakeholders and leverage relationships effectively, fostering cooperation, commitment, and integrity in influencing and communicating with stakeholders.

• 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:

• Customer Service.

• Sales Professionals.

• Field Services Representatives.

• Receptionists.

• Front-Line Staff.

• Communication Specialists.

• Public Relations Personnel.

Program Outlines:

Unit 1:

The World of Customer Service Excellence: 

• Customer service and what it means.

• Identifying excellence in front-line customer services.

• What are the services and products that you offer?

• The role of NLP and Emotional Excellence in customer service.

• What do your customers say about you and your organization?

• What do you want your customers to say?

• Myths and legends about customer service.

Unit 2:

Gaining a Greater Understanding of Your Company: 

• Develop Behavioral Flexibility.

• Identify and Understand Behavioral Traits.

• Adapt Behavior to Build Rapport.

• Enhance Sensory Awareness.

• Foster Deeper Connections.

• Empathize and Understand Perspectives.

Unit 3:

Communication Masterclass: 

• What is crystal clear communication?

• Communication excellence through powerful listening and questioning techniques.

• Thinking patterns, Filters to communication, Metaphors and Models.

• Using perceptual positions to understand your customers’ point of view.

• Logical levels of change.

• Building climates of trust.

• Creating well-formed outcomes and Communication skills exercises.

Unit 4:

Influencing With Integrity: 

• The importance of value sets in the modern-day business.

• Influencing the Influencers and high fliers.

• The importance of matching others’ language patterns.

• Mirroring and pacing - what do they mean?

• Internal and external references.

• Coaching - a tool for self and others.

• Influencing exercises.

Unit 5:

Conflict and Challenge: 

• Assertiveness and what it means.

• Dealing with difficult people in an assertive way.

• Maintaining high standards of customer service.

• Reviewing the service that you offer and reacting accordingly.

• Embracing change for the good of all.

• Personal planning session - dealing with your customers.

Unit 6:

The 21st Century Communicator: 

• Introduction and welcome.

• Goal setting for the program.

• The role of Communications PR in the organization and The range of media and channels

• Neuroeconomics and the behavior of our stakeholders.

• A problem-solving approach.

• Personal goal-setting for the program.

Unit 7:

From Theory to Successful Practice: 

• Communications models: implications for practice.

• Psychological themes and construction in practice.

• The art of influence and persuasion.

• Ethics and communications.

• Organizational transparency and communications.

• Taking and interpreting communication briefs.

Unit 8:

The Medium is The Message: 

• Managing stakeholder relations.

• Choosing channels - matching media to tasks and stakeholders.

• Writing and editing for print .

• Writing for the web.

• Organizing face-to-face events.

Unit 9:

Management Of Communication:

• Improving the power of communications in the organization and between the organization and its stakeholders.

• Measuring communications effectiveness.

• Using measurement to improve performance.

• Crisis communication.

• Reputational management.

Unit 10:

Putting it All Together: 

• Planning your career and personal development.

• Impacting positively on your managers.

• Managing up and increasing your visibility.

• Networking and effectiveness.

• Team working and your effectiveness.

• Time management and work planning.