The Customer Service & Public Relations Masterclass

Public relations and Customer service

Course Info

Duration: 2 Weeks

Available Dates

Venue

  • June-21-2021

    Paris

  • June-28-2021

    Madrid

  • July-05-2021

    Kuala Lumpur

  • July-05-2021

    London

  • July-11-2021

    Dubai

  • July-12-2021

    Istanbul

  • July-19-2021

    Paris

  • July-26-2021

    Madrid

  • Aug-02-2021

    Kuala Lumpur

  • Aug-02-2021

    London

  • Aug-08-2021

    Dubai

  • Aug-09-2021

    Istanbul

  • Aug-16-2021

    Paris

  • Aug-23-2021

    Madrid

  • Sep-06-2021

    Kuala Lumpur

  • Sep-06-2021

    London

  • Sep-12-2021

    Dubai

  • Sep-13-2021

    Istanbul

  • Sep-20-2021

    Paris

  • Sep-27-2021

    Madrid

  • Oct-04-2021

    Kuala Lumpur

  • Oct-04-2021

    London

  • Oct-10-2021

    Dubai

  • Oct-11-2021

    Istanbul

  • Oct-18-2021

    Paris

  • Oct-25-2021

    Madrid

  • Nov-08-2021

    Kuala Lumpur

  • Nov-08-2021

    London

  • Nov-14-2021

    Dubai

  • Nov-15-2021

    Istanbul

  • Nov-22-2021

    Paris

  • Nov-29-2021

    Madrid

  • Dec-06-2021

    Kuala Lumpur

  • Dec-06-2021

    London

  • Dec-12-2021

    Dubai

  • Dec-13-2021

    Istanbul

  • Dec-20-2021

    Paris

  • Dec-27-2021

    Madrid

  • Jan-03-2022

    Kuala Lumpur

  • Jan-03-2022

    London

  • Jan-09-2022

    Dubai

  • Jan-10-2022

    Istanbul

  • Jan-17-2022

    Paris

  • Jan-24-2022

    Madrid

  • Feb-07-2022

    Kuala Lumpur

  • Feb-07-2022

    London

  • Feb-13-2022

    Dubai

  • Feb-14-2022

    Istanbul

  • Feb-21-2022

    Paris

  • Feb-28-2022

    Madrid

  • Mar-07-2022

    Kuala Lumpur

  • Mar-07-2022

    London

  • Mar-13-2022

    Dubai

  • Mar-14-2022

    Istanbul

  • Mar-21-2022

    Paris

  • Mar-28-2022

    Madrid

  • Apr-04-2022

    Kuala Lumpur

  • Apr-04-2022

    London

  • Apr-10-2022

    Dubai

  • Apr-11-2022

    Istanbul

  • Apr-18-2022

    Paris

  • Apr-25-2022

    Madrid

Course Details

Course Outline

10 days course

 

The world of customer service excellence

 

  • Customer service and what it means.
  • Recognising 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 organisation?
  • What do you want your customers to say?
  • Fantasies and legends about customer service

 

 Gaining a greater comprehension of your company

 

  • From decisions to behavioural flexibility.
  • Behavioural traits and how to identify them.
  • Modifying your own behaviour to match others.
  • Building lasting rapport.
  • Sharpen your senses to the signals others are sending you.
  • Connect with colleagues and clients at a level that creates deeper trust and commitment.
  • Step into another person’s shoes to better appreciate their experiences and motivations.
  • Body language clues that show how others are thinking and responding to you.
  • Non-verbal clues that show if someone is telling the truth.

 

Advanced Communication

 

  • 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.
  • Communication skills exercises.

 

Impacting with integrity

 

  • The importance of value sets in 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.

 

Conflict, challenge and closure
 
  • Confidence and what it means.
  • Dealing with difficult people in an assertive way.
  • Dealing with difficult customers.
  • 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 own customers.

 

The 21st Century Communicator
 
  • The role of Communications PR in the organisation. 
  • The range of media and channels.
  • Neuroeconomics and the behaviour of our stakeholders.
  • A problem-solving approach.
  • Personal goal-setting for the programme.

 

From theory to successful practise

 

  • Communications models: implications for practise.
  • Psychological themes and construction in practise.
  • The art of influence and persuasion.
  • Ethics and communications.
  • Organisational transparency and communications.
  • Taking and interpreting communication briefs.

 

The Medium is the Message
 
  • Managing stakeholder relations. 
  • Choosing channels – matching media to tasks and stakeholders.
  • Composing and editing for print.
  • Composing for the web.
  • Organising face-to-face events.

 

 E-Management x Communication
 
  • Improving the power of communications in the organisation and between the organisation and its stakeholders.
  • Measuring communications effectiveness.
  • Using measurement to improve performance.
  • Crisis communication.
  • Reputation management.

 

Putting it All Together
 
  • Planning your career and personal development.
  • Influencing positively on your managers.
  • Managing up and increasing your personal visibility.
  • Networking and effectiveness.
  • Team working and your personal effectiveness.
  • Time management and work planning.
  • Summary and Conclusion.

Course Video