Public Relations Management

• Describe the importance of the leader as a role model for customer service excellence.
• Establish the importance of setting and reviewing customer service standards.
• Describe techniques to motivate teams and individuals for peak performance.
• Bolster your organisation’s reputation through an effective public relations programme and strategy.
• Prepare a PR crisis manual and train others in PR crisis handling.
• Understand the fast-shifting digital environment, and how it can work for you.
• Develop effective communication strategies to promote team building.

Creating a Customer-Focused Organization

• Vision and mission of a customer focused organization
• Case study: Benchmarking world-class customer service companies
• The roles and responsibilities of a customer-focused manager
• Breakout session: Are you a leader or manager?
• The importance of presenting a professional business image
• Breakout session: Customer service from the heart
• Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
• Mastering nonverbal communication

Enhancing Leadership and Interpersonal Communication Skills

• Supervising the four personality styles
• Practical exercise: Determining your management style
• Overcoming communication barriers in the workplace
• Practical exercise: Listening Awareness Inventory
• Practical exercise: The most admired character traits of leaders
•  The supervisor’s role in conflict resolution and service recovery
• Facilitation Skills: Managing group dynamics
• How to Give and receive constructive feedback
• Setting Customer Service Policies and Performance Standards
• Dr. Deming’s Fourteen Points of Total Quality Management
• Traditional manager versus TQM manager
• Setting SMART objectives to improve customer satisfaction
• Breakout session: Developing a call centre checklist
• Best practices: Methods of measuring and monitoring customer satisfaction
• Empowering frontline employees to better serve their customers
• Breakout session: Developing a customer service complaint checklist
• Role-play exercise: Working with difficult or demanding customers

Building High-Performance Teams and Motivating Individuals

• The building blocks of a high-performance team
• Your customer service is only as good as your worst employee
• Team building exercise: The paper tower
• The power of mutual support and cooperation
• Building teamwork with support and recognition
• Coaching and mentoring techniques
• The impact of stress on individual and team performance
• The benefits of teamwork and mutual cooperation

Leading the Way to Superior Customer Service 

• Recruiting, interviewing and hiring quality personnel
• Developing and implementing effective training
• The importance of attitude and teamwork
• Professional development and continuous improvement
• Setting performance goals and expectations
• Employee recognition and performance review
• Empowering, motivating and retaining frontline personnel

Course Wrap Up 

• Public relations (PR) as a core function in your organizational structure and how it links toan overall marketing and communications strategy .
• How to develop and manage a PR strategy and programme, with buy-in across the organization reputation as an asset.
• What builds good public relations and what undermines good public relations.
• Best practice in PR crisis management
• The impact of the digital revolution on PR, and how to master social media
• The latest thinking on corporate social responsibility (CSR) and ethical issues in PR
• The role and function of political lobbying and public affairs

• Department managers; Team supervisors; Frontline customer service representatives (CSR); Accounts  managers; Public Relations Officer/Managers; Business development Managers; Marketing Managers/Representatives