Effective Customer Service, Interpersonal Skills, and Public Relations Course

Introduction

The course is designed to equip participants with the knowledge, skills, and strategies to provide exceptional customer service, develop strong interpersonal skills, and effectively manage public relations. This course focuses on building positive relationships with customers, colleagues, and stakeholders while enhancing the organization's public image and reputation. Participants will learn practical techniques for delivering exceptional customer service, cultivating strong interpersonal relationships, and implementing effective public relations strategies. The course incorporates interactive discussions, role-playing exercises, case studies, and real-world examples to enhance participants' understanding of customer service, interpersonal skills, and public relations. It covers topics such as customer communication, conflict resolution, empathy, active listening, managing difficult situations, relationship building, brand management, media relations, and crisis communication. The program aims to empower participants to provide outstanding customer service, establish positive relationships, and effectively manage public perceptions.

Course Objective

• Understand the principles and importance of effective customer service.
• Develop exceptional customer service skills and techniques.
• Enhance interpersonal skills for building positive relationships.
• Communicate effectively and empathetically with customers and stakeholders.
• Resolve conflicts and manage difficult customer situations.
• Build strong relationships with customers, colleagues, and stakeholders.
• Implement effective public relations strategies to manage the organization’s image.
• Manage brand perception and reputation.
• Establish effective media relations and communication channels.
• Develop crisis communication plans and strategies.

By the end of this course, participants will have developed the knowledge, skills, and strategies necessary to deliver exceptional customer service, cultivate strong interpersonal relationships, and effectively manage public relations. They will be equipped with effective customer service techniques, conflict resolution skills, relationship-building strategies, and public relations principles. The course empowers participants to communicate effectively with customers and stakeholders, resolve conflicts, build strong relationships, manage public perceptions, and effectively handle crisis situations. Ultimately, participants will be able to contribute to enhanced customer satisfaction, improved organizational reputation, and the establishment of positive public relations practices.

Who Should Attend

This course is suitable for customer service representatives, front-line employees, sales professionals, public relations officers, customer relationship managers, and anyone responsible for managing customer interactions and public perceptions. It is also beneficial for individuals seeking to enhance their interpersonal skills and public relations capabilities.

Duration

5 days

Course Outline

Module 1: Introduction to Customer Service and Interpersonal Skills

• Understanding the importance of customer service in organizations.
• Developing interpersonal skills for effective communication.
• Establishing customer-focused attitudes and behaviors.

Module 2: Exceptional Customer Service Techniques

• Effective customer communication and engagement.
• Active listening and effective questioning techniques.
• Empathy and understanding customer needs.

Module 3: Conflict Resolution and Managing Difficult Situations

• Resolving conflicts with customers and colleagues.
• Managing difficult customer situations with professionalism.
• Dealing with challenging customer personalities.

Module 4: Relationship Building and Networking

• Building and maintaining strong relationships with customers and stakeholders.
• Networking techniques for professional growth and opportunities.
• Building rapport and trust with customers and colleagues.

Module 5: Effective Public Relations Strategies

• Understanding the role and importance of public relations.
• Implementing effective public relations strategies to enhance the organization’s image.
• Managing public perception and reputation.

Module 6: Brand Management and Communication

• Branding principles and techniques.
• Managing and promoting the organization’s brand image.
• Consistent and effective brand communication.

Module 7: Media Relations and Communication Channels

• Establishing effective media relations.
• Managing media inquiries and interviews.
• Utilizing various communication channels for effective public relations.

Module 8: Crisis Communication and Reputation Management

• Developing crisis communication plans and strategies.
• Handling crisis situations and maintaining public trust.
• Reputation management and damage control.

Module 9: Customer Feedback and Continuous Improvement

• Gathering and utilizing customer feedback to enhance service quality.
• Implementing a customer-centric approach to continuous improvement.
• Encouraging customer loyalty and advocacy.

Module 10: Application of Customer Service, Interpersonal Skills, and Public Relations

• Applying the principles and techniques learned in the course to real-world scenarios.
• Developing action plans for implementing effective customer service, interpersonal skills, and public relations strategies.
• Sharing best practices and insights for exceptional customer service and successful public relations.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808

Training Venue

The training will be held at our Upskill Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Upskill certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808

Terms of Payment:

Unless otherwise agreed between the two parties payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better

Online/ On-site Training Dates