Ultimate Risk Insight

Customer Care and Public Relations Training Course. Designed for professionals aiming to excel, this course provides the tools and techniques needed to transform customer interactions and build a good public image.

Course Content

1. Introduction to Public Relations and Customer Service: Understanding Public Relations. The Environment of Public Relations. Scope and Nature of Public Relations. Key Elements and Benefits of Public Relations. Cultivating a Customer-Centric Mindset. The Importance of Customer Service
2. Tools for Public Relations and Customer Service: Communication Skills: Essential Tools for Public Relations. Differences and Overlaps in PR, Advertising, and Publicity. Developing Strong Communication Skills. Non-verbal and Verbal Communication Techniques. Projecting a Professional Image
3. Public Relations Process and Customer Analysis: Knowing Your Customer: The Public Relations Process. Analyzing External, Macro, and Internal Environments. Understanding Customer Expectations. Assertive Working Styles and Service Levels
4. Public Relations and Communication: Calming Upset Customers: Strategic Planning in Public Relations. Identifying and Avoiding Causes of Customer Upsets. Techniques for Calming Upset Customers. Problem-Solving for Customer Issues
5. Corporate Public Relations and Telephone Customer Service. Principles of Corporate Public Relations. Structure and Media Relations in Corporations. Mastering Telephone Customer Service Skills. Active Listening and Professional Greeting Techniques
6. Production of Public Relations Materials and Internet Customer Skills: Crafting Effective PR Communications and Materials. Internal and External Communication Strategies. Benefits and Limitations of Printed Materials. Skills for Internet Customer Service and E-mail Communication Guidelines
7. Media Relations and Time Management Strategies: Understanding Media Classifications and Relations. Techniques for Opinion Writing and Monitoring Media Responses. Crisis Management and Time Analysis Techniques. Strategies for Stress Management

Course Objectives

1. Demonstrate comprehensive knowledge of strategic public relations and customer care.
2. Understand and articulate the role of PR in customer care and organizational development.
3. Recognize the impact of digital technology on media and develop effective customer care management systems.
4. Link excellent customer service with business practices and policies.
5. Resolve conflicts and confrontations using effective communication techniques.
6. Develop essential practices focused on customer care service management.
7. Understand how public relations contribute to organizational growth and competitive advantage.

Course Duration

5 days