TRAINING CUSTOMER CARE AND PUBLIC RELATIONS

PELATIHAN CUSTOMER CARE AND PUBLIC RELATIONS

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 id_pelatihanentify 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 individ_pelatihanual 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 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
id_pelatihanentify and establish links between excellence in customer service, business practices and polices
Demonstrate skills in resolving conflict and confrontation, id_pelatihanentify 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 provid_pelatihanes 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 confid_pelatihanence to effectively manage the public space, communication and turn around potentially negative performance situations in the workplace, in practical, assertive and constructive manner.

COURSE CONTENT

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

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)

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
Customer Expectations
Assertive Working Style – Results-Oriented
Analytical – Details-Oriented
Amiable – People-Oriented
Dominant Behavioral Style
Determining Your Level of Service

Public Relations and Communication and Calming Upset Customers

Planning in Public Relations
Scope of Public Relations Planning
Approaches to the Planning Process
What Makes Customers Upset?
Avoid_pelatihaning Upsets
5 Key Steps to Calming Upset customers
Accurately id_pelatihanentify the problem.
Confirm The Customer’s Value

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

Production of Public Relations Materials and 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 Guid_pelatihanelines
Online Chat
Internet Customer Skills
Scripted Responses
Websites
Customer Online Support

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 id_pelatihanentification
Task Analysis
Stress Management

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FACILITIES

Certificate, Quality Training Kit (Pencil case: Erase, Bolpoint, Pencil, Tipe X, Stabillo, Flash Disk 8
Bag (Public Training)
Training Material (Hand Out & Soft Copy)
Convenient training facilities in stars hotel (Public Training)
Lunch 1 and Coffee Break 2 / Day (Public Training)
Souvenir
Gratis antar Jemput dari Bandara/Stasiun ( Khusus Yogyakarta )

VENUE

Yogyakarta, Jakarta, Bandung, Bogor, Cirebon, Solo, Semarang, Surabaya, Malang, Bali, Lombok, Samarinda, Balikpapan, Banjarmasin, Pontianak, Makassar, Medan, Palembang, Lampung, Timor Leste, Thailand, Singapore , Kuala Lumpur. (dengan harga dan minimal kuota yang berbeda)

TRAINING METHOD

Group Discussions
Group & Individ_pelatihanual Exercises
Presentations
Games
Case Studies
Role Plays
Self-Assessment
Action Plan

INSTRUCTOR TRAINING

Tim Konsultan BMG Training & Development

Course Timings:

Daily Course Timings:

08:00 - 08:20 Registerasi dan Pembukaan
08:30 - 10:00 Sesi Pertama
10:00 - 10:20 Coffee / Tea / Snacks
10:20 - 12:00 Sesi Kedua
12:00 - 13:00 Lunch Break & Prayer Break
13:00 - 15:00 Sesi ketiga
15:00 - 15:20 Coffee / Tea / Snacks & Prayer Break
15:00 - 16:30 Sesi Terakhir

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

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Catatan :

Pelatihan ini dapat di-customized sesuai kebutuhan perusahaan Anda bila diselenggarakan dalam bentuk In-House Training. Untuk permintaan In-House Training dengan jenis topik lainya, silahkan mengirimkan ke alamat email yang tercantum di web kami.

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Request Training. Jika anda membutuhkan informasi pelatihan yang belum tercantum pada website ini, atau anda ingin memberikan usulan materi yang sesuai dengan tingkat kebutuhan perusahaan anda, silahkan mengirimkan ke alamat emailyang tercantum.

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Bila tid_pelatihanak ada tanggal dan waktu atau yang tercantum sudah kadaluarsa did_pelatihanalam artikel mohon tanyakan kepada kami untuk jadwal terbarunya.

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Peserta bisa mengajukan Tanggal Pelatihan / Training selain yang tertera pada silabus penawaran.

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Venue : di Yogyakarta, Jakarta, Bandung, Bogor, Cirebon, Solo, Semarang, Surabaya, Malang, Bali, Lombok, Samarinda, Balikpapan, Banjarmasin, Pontianak, Makassar, Medan, Palembang, Lampung, Timor Leste, Thailand, Singapore , Kuala Lumpur. (dengan harga dan minimal kuota yang berbeda)

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