The Customer Service & Public Relations Masterclass

This masterclass blends advanced customer service management and PR/communications to help participants excel in building customer relationships. Attendees will learn to understand customer needs, use behavioral tools, and maintain loyalty for a competitive edge. The program explores techniques like Neuro-Linguistic Programming (NLP), emotional intelligence, and neuroeconomics to enhance service strategies. Participants will also master using media channels and stakeholder mapping to strengthen relationships. The course emphasizes influencing with integrity and effective communication for long-term success.

• Build lasting rapport and lasting relationships with colleagues, customers, and friends
• Modify your own behavior to match others
• Establishing good working relationships
• Learn to influence with integrity
• To use influencing skills and techniques to build ongoing and long term relationships with key customers and other stakeholders
• To be able to create and adapt crystal clear models for communication between your organization and its customers
• Build co-operation and commitment
• Understand your customers’ needs and how to satisfy them
• An ability to tailor services to meet your stakeholder's needs
• Plan communications activity to meet stakeholder needs
• Be more versatile in every customer or stakeholder-facing situation
• Explore the range of communications techniques and tools available
• Develop increased skill writing for print and the web and competency in the range of PR tools and techniques including editing
• Learn how to write clear brief and clear objectives
• Learn how to be an effective user of e-media
• Develop crisis management techniques
• Develop your interview technique
• Develop personal communications effectiveness
• Recognize behaviors that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike

• Customer service representatives and frontline staff
• Sales and account management professionals
• Supervisors and team leaders in customer-facing roles
• Managers in charge of customer service operations
• Professionals aiming to improve their interpersonal and conflict resolution skills
• Anyone in the organization who interacts with customers and aims to improve service quality