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Customer Care And Public Relations For Improved Organization Performance Training

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Dear all,

RE: Customer Care And Public Relations For Improved Organization Performance Training

FineResults Research Services would like to invite you to high impact training on Customer Care And Public Relations For Improved Organization Performance to be held in Nairobi from 6th - 10th April 2020.

Event information

Course Name : Customer Care And Public Relations For Improved Organization Performance

Venue : FineResults Research, Nairobi, Kenya
Event Date : 6th - 10th April 2020.

Course Fee : KES 65000 or USD 800

Registration : REGISTER HERE

INTRODUCTION

Customer service is essential in ensuring the clients feels not only valued but also respected and willing to visit the business in future. Customer service can also help an organization to stand out from their competitors, maintain its positive reputation among its customers and therefore gain more in terms of profit arising from retained clients and from referrals coming as a result of well served customers. Public Relations (PR) on the other hand involve raising company's authority, building relationships with key people and managing company’s reputation. Through Public Relation, the company build trust and credibility with groups that are important to it. This 5 days training will equip participants with skills necessary in ensuring organization success, improved individual performance and organization performance at large.

 

Duration

5 Days

 

Course Objectives

By the end of this course the participants will:

  • Assess and review your value proposition for each core customer segment

  • Understand Customer Relationship Management systems and their value

  • Align customer service approaches and deliver consistency

  • Understand Public Relation and its role in customer care in the organizational development

  • Learn how to use media to build effective public relations and design customer care management systems

  • Identify and establish links between excellence in customer service, business practices and polices

  • Demonstrate skills in resolving conflict and confrontation, identify a plan to apply and enhance communication skills in the workplace to address existing conflicts

  • Demonstrate an understanding of the role of public relations in the growth of an organization and as a competitive tool

  • Critically review the customer acquisition and retention strategies of leading organisations as benchmarks for success

 

Who should attend?

  • Receptionists

  • Customer relations officers

  • Administrators

  • Marketing executives and managers

  • Managers and supervisors

  • Customer service professionals

 

TOPICS TO BE COVERED

Module 1:

Introduction to Public Relations and Customer Service

  • Developing a Customer-Centric Mindset

  • The Need for Customer Service

  • Developing a Customer Friendly Attitude

  • Difference between customer relation and public relation

  • Nature and Scope of Public Relations

  • Elements of Public Relations

  • Role of Public Relations

  •  Benefits of Public Relations

 

Module 2:

Tools for Public Relations and Customer Service: Communication Skills

  • Tools Used for Public Relations

  • Differences and Similarities in Public Relations, Advertising and Publicity

  • Objectives of Public Relations, Advertising and Publicity

  • Publication

  • Public Opinion Research

  • Developing Effective Communication Skills

  • Presenting a Professional Image

  • Non-verbal Communication Skills

  • Body Language

  • Key Body Language Aspects

  • Physical Distance

  • Verbal Communication Skills

  • The Choice Of Words (May I, Please, Thank You)

 

Module 3:

Public Relations Process and Customer Analysis: Knowing your Customer

  • What is Public Relations Process?

  • External Environment

  • Macro Environment

  • Internal Environment

  • Public Relations Roles

  • Public Relations Tasks

  • Knowing Your Customer

  • Customer Expectations

  • Assertive Working Style – Results-Oriented

  • Analytical – Details-Oriented

  • Amiable – People-Oriented

  • Dominant Behavioral Style

  • Determining Your Level of Service

 

Module 4:

Public Relations, Communication and Calming Upset Customers

  •  Planning in Public Relations

  • Scope of Public Relations Planning

  • Approaches to the Planning Process

  • What Makes Customers Upset?

  • Avoiding Upsets

  • 5 Key Steps to calming upset customers

  • Accurately identify the problem.

  • Confirm the Customer’s value

 

Corporate Public Relations and Telephone Customer Service

  • Defining  Corporate Public Relations

  • Corporate Organizational Structure

  • Human Resource Development

  • Corporate Planning

  • Corporate media relations

  • Mastering the telephone

  • Answering the telephone

  • A Professional greeting

  • Active listening

  • Putting callers on hold

 

Module 5:

Production of Public Relations Materials and Internet Customer Skills

  •  PR Communication & PR Material

  • Internal and External Communication

  • Advantages and Limitations of Printed Material

  • Requirements of Corporate Publications

  • The Internet Customer

  • E-mail Communication Guidelines

  •  Internet Customer Skills

  • Websites

  • Customer Online Support

 

Media Relations and Time Management Strategies

  • Media Classifications

  • Media Relations

  • Opinion Writing And Public Relations

  • Evoking and Monitoring Media Response

  • Crisis Management

  • Classifications of Media

  • Time Management

  • Task Analysis


NB: We are offering you a half day, fun and interactive team building event!

ACCOMMODATION

Accommodation is arranged upon request. For reservations contact us through Mobile: +254 732 776 700 / +254 759 285 295 or Email: [email protected]

PAYMENT

Payment should be transferred to FineResults Research Services Limited bank before commencement of training. Send proof of payment through the email: [email protected]

Visit our website for more details

How to participate

Individual Registration

Contact information

Email:[email protected]

TEL: +254 732 776 700 / +254 759 285 295

Website: fineresultsresearch.org/training/

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FineResults Research Services offers training solutions to individuals, communities, governments and civil society organizations, both local and international.

We also provide application-oriented and field-based consultancy services in all aspects of research and evaluations from inception to completion. This includes research designs, designing monitoring and evaluations systems, technical reviews, programme evaluations, questionnaire validation, data collection, data capture, data analysis and report writing. FineResults Research Services is a limited company incorporated under the laws of Kenya. Its head office is in Nairobi Kenya.

The organization has a wide range of experience working with both local and international organizations in both consultancies and capacity building in Africa and beyond.

Mission

A world class training and research organization for the realization of individuals, organizations and community welfare.

Vision

To provide world class training and research services that increase individuals and organizations productivity in their development role.

Our Value Statement
  • We cherish partnerships.
  • We believe that our Training and Research Solutions can re-energise organisations by creating vision, certainty and strategic intent. ...
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