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VENUE:
HILTON HOTEL, NAIROBI KENYA
Office
Telephone: +254723360025
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Our 2021 - 2022 Professional Short Training
Courses
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INTRODUCTION
The voice
of the organization to the public, customer care representatives and public
relations staff face an arduous task-from dealing with difficult customers,
customers with peculiar interests, customers seeking information unrelated to
the services the office offers, abusive customers, customers who use threats,
overwork among others and organizations need to adopt a practice of continuous
improvement of systems, processes and skills of this caliber of staff to ensure
that all customers and stakeholders have the right public relations and customer
care skills set. It is of paramount importance to identify different ways to
deliver services to meet changing public, customer and stakeholders needs so as
to be the organization of choice among those customers.
This
Customer Care and Public Relations Training will equip participants with
specific tools, skills and techniques that are specific and proven to be
effective in generating corporate or institutional success, tools which, when
applied, yield improved individual performance, skills to generate real and high
value leads, skills to navigate public relations and customer care dynamics to
maximize opportunities for organization’s products and services.
Upon
return to work, participants will demonstrate superior technical and
professional communications, public relations and customer service skills at all
times through the consistent provision of polite, helpful, memorable and
inspiring experiences to organization clientele in the delivery of services and
products.
Data-Afrique
believes that PR communications professionals have the responsibilities to lead
their organizations on reputation management by enhancing the ability to work
across disciplines, and understand how reputation is seen from the perspectives
of management strategy, financial management, marketing strategy, and other
disciplines that are the business backgrounds of most of the management
team.
COURSE
OBJECTIVES
By
the end of this course the participants will be able to:
Demonstrate
adequate knowledge and understanding of the theory and practice underpinning
strategic public relations and customer care
Understand and
define Public Relation and the role of PR in customer care in the
organizational development
Demonstrate an
understanding of the impact of on-line technology on the media, 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
Develop skills
and practices that are essential elements to customer care focused services
manager
Demonstrate an
understanding of the role of public relations in the growth of an organization
and as a competitive tool
WHO
SHOULD ATTEND
This
course provides Public Relation and Customer Care Consultants, Client Care
Managers, Frontline Managers, Administrator and Staff dealing with the Public
training to equip participants with the skills, knowledge and confidence to
effectively manage the public space, communication and turn around potentially
negative performance situations in the workplace, in practical, assertive and
constructive manner.
DURATION
5days
COURSE
CONTENT
Module
1 Introduction to Public Relations and Customer
Service
·
What is Public Relations?
·
The Public Relations Environment
·
Nature & Scope of Public Relations
·
Elements of Public Relations
·
Scope of Public Relations Practice
·
Role of Public Relations
·
Benefits of Public Relations
·
What Is Customer Service?
·
Developing a Customer-Centric Mindset
·
Who Are Your Customers?
·
The Need For Customer Service
·
Developing a Customer Friendly Attitude
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
Module
5 Corporate Public Relations and Telephone Customer
Service
·
What is 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
·
Recommendations
·
Transferring A Call
·
Taking A Message
·
Voice Mail
·
Closing The Call
Module
6 Production of Public Relations Materialsand 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
·
Online Chat
·
Internet Customer Skills
·
Scripted Responses
·
Websites
·
Customer Online Support
Module
7 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
·
Time Analysis: Task Identification
·
Task Analysis
Stress Management
GENERAL
NOTES
This
course is delivered by our seasoned trainers who have vast experience as
expert professionals in the respective fields of practice. The course is
taught through a mix of practical activities, theory, group works and case
studies.
Training
manuals and additional reference materials are provided to the
participants.
Upon
successful completion of this course, participants will be issued with a
certificate.
We
can also do this as tailor-made course to meet organization-wide needs.
Contact us to find out
more: [log in to unmask]
The
training will be conducted at DATA-AFRIQUE TRAINING CENTRE, Nairobi
Kenya.
The
training fee covers tuition fees, training materials, lunch and training
venue. Accommodation and airport transfer are arranged for our participants
upon request.
Payment
should be sent to our bank account before start of training and proof of
payment sent
to: [log in to unmask]
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