Management Of Public Relations and Customer Care
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. Organizations need to adopt a practice of continuous improvement of systems, processes and skills of this caliber of staff to ensure that all have the right public relations and customer care skills set. It is of paramount importance to identify 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 programme is designed to create synergies between both staff in marketing, public relations and other front line operations that tend to impact on organizations relationships with its publics and customers. For a long time, public relations staff were treated as peripheral to the organizational success but this is no longer the case. Customer and public relations today occupy top management’s time and are part of the organization’s critical success factors. This programme is skills based and participants are exposed to many case studies and simulations.
This programme is designed for the personnel who regularly come into contact with the organization’s public, and customer care programmes. These include: PR managers/officers/assistants, protocol officers, press secretaries, information officers, and customer care managers.
At the end of the programme,, participants will be able to:
- Apply communication skills across multiple media platforms including writing, social media and advertising;
- Apply principles to handle and manage customer feedback;
- Explain modern approaches in customer care;
- Apply technical skills in public issues analysis, media relations, advertising, publications.
- Identify and establish links between excellence in customer service, business practices and polices
- Identify 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 management
US$ 1500 to cover tuition and training materials only.