Introduction:

Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art program to enable you to exploit this colossal opportunity. In a fast-paced, interactive program you will work closely to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer. You will learn how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty

Targeted Groups:

Anyone who provides Services, Products, or information to Internal or External Customers including personnel from:

• Customer Service
• Sales Professionals
• Field Services Representatives
• Receptionists
• Front-Line Staff
• Communication Specialists
• Public Relations Personnel
• Also, anyone who will ever need to influence others, either socially or commercially and managers who want to add high-level communications and influencing skills to their portfolios

Course Objectives:

At the end of this course the participants will be able to:

• Build lasting and meaningful relationships with their customers
• Use powerful behavioral tools to ensure they secure and maintain a competitive edge within any marketplace
• Gain a greater understanding of their customers’ needs and how to satisfy them
• Explore the basics of Neuro-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help them to improve their customer services management
• Understand how media channels con be used successfully to develop and enhance relationships
• Understand the process of decision-making based on learning from neuroeconomics
• Develop their ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders
• Influence with integrity and effective communication
• Create and adapt crystal clear models for communication between your organization and its customers
• Plan communications activity to meet stakeholder needs
• Build co-operation and commitment
• Learn how to be an effective user of e-media
• Develop personal communications effectiveness

Targeted Competencies:

• Communicating with customers
• Customer orientation
• Emotional control
• Empathic outlook
• Flexibility
• Reading people
• Self-confidence
• Verbal and non-verbal communication
• Presentation skills
• Influencing
• Time management
• Evaluating
• Decision making

Course Content:

Unit 1: The World of Customer Service Excellence: 

• Customer service and what it means
• Identifying 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 organization?
• What do you want your customers to say?
• Myths and legends about customer service

Unit 2: Gaining a Greater Understanding of Your Company: 

• From judgments to behavioral flexibility
• Behavioral traits and how to identify them
• Modifying your behavior 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

Unit 3: Communication Masterclass: 

• 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

Unit 4: Influencing With Integrity: 

• The importance of value sets in the 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

Unit 5: Conflict and Challenge: 

• Assertiveness 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 customers

Unit 6: The 21st Century Communicator: 

• Introduction and welcome
• Goal setting for the program
• The role of Communications PR in the organization
• The range of media and channels
• Neuroeconomics and the behavior of our stakeholders
• A problem-solving approach
• Personal goal-setting for the program

Unit 7: From Theory to Successful Practice: 

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

Unit 8: The Medium is The Message: 

• Managing stakeholder relations
• Choosing channels - matching media to tasks and stakeholders
• Writing and editing for print 
• Writing for the web
• Organizing face-to-face events

Unit 9: Management Of Communication:

• Improving the power of communications in the organization and between the organization and its stakeholders
• Measuring communications effectiveness
• Using measurement to improve performance
• Crisis communication
• Reputational management

Unit 10: Putting it All Together: 

• Planning your career and personal development
• Impacting positively on your managers
• Managing up and increasing your visibility
• Networking and effectiveness
• Team working and your effectiveness
• Time management and work planning