* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
This course will take you through all the aspects of understanding the processes of communication and decision making and the behavioral patterns of others to determine how you need to change your own behavior and communication in order to communicate, influence and negotiate more effectively with your colleagues, customers and other stakeholders.
What Do Participants Learn?
Build lasting rapport and lasting relationships with colleagues, customers and friends
Modify your own behavior to match others
Establishing good working relationships
Learn to influence with integrity
Build co-operation and commitment
Understand your customers’ needs and how to satisfy them
An ability to tailor services to meet your stakeholders' needs
Plan communications activity to meet stakeholder needs
Be more versatile in every customer or stakeholder-facing situation
Explore the range of communications techniques and tools available
Learn how to write clear brief objectives
Learn how to be an effective user of e-media
Develop crisis management techniques
Develop your interview technique
Develop personal communications effectiveness
Who Should Attend?
Directors and managers
Those who would like to develop and enhance their marketing skills
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Section One: The World Of Customer Service Excellence
Excellence in customer service and what it looks like
Identifying how excellence in front-line customer service is delivered and managed
Assessing the quality of the service that you offer
Concepts of customer care and the customer decision process
Models for managing customer care,
The psychology of customer care – an outline.
Dealing with criticism, controlling anger and aggression
Understanding what your customers say about you and your organisation
Section Two: Gaıning A Greater Understanding Of Your Company’s Service Delivery
The connection between customer service and reputation
Examining the evidence for investing in excellent customer service
Understanding Porters Value Chain – how do you create value for your customers
Who are your internal suppliers and customers?
What are the systems that help you all to deliver excellence to the customer?
Building lasting rapport with your customers – internal and external
Creating a lasting first impression
Step into another person’s shoes to better appreciate their experiences and motivations
Section Three: Communication
Achieving crystal clear communication?
Powerful listening and questioning techniques to understand what customers need
Typical customer behaviour patterns
Body language clues that show how others are thinking and responding to you
Lenses or filters to communication
Using perceptual positions to understand your customers’ point of view
Choosing communication channels to increase engagement
Section Four: Managing The Delivery Of Customer Service Excellence
Delivering a next generation customer experience
Developing a customer strategy – planning for an interactive business relationship
Change management of processes, metrics, incentives and skills to deliver the customer experience
Benchmarking to achieve competitive differentiation
Setting up internal information supply streams that flow through and around the organisation
Knowledge management as a customer service tool
Using a performance management framework
Coaching – a tool for self and others
Section Five: Planning To Achieve Customer Service Excellence
Developing a plan to deliver excellence
Presenting your plan to top-tier management
Assertiveness and what it means
Dealing with difficult people in an assertive way
Maintaining high standards of customer service
Reviewing the service that you offer and reacting accordingly
Embracing change for the good of all
Personal development planning
Section Six: The Complete PR And Communıcations Professional
Introduction and welcome
Goal setting for the programme
The role of Communications and PR in the organisation
Identifying what top management wants
Assessing your PR environment
Understanding the range of media and channels
Section Seven: A Problem Solving Approach
Exploring communications models and their implications for practise
The psychology of effective communication
A problem-solving approach to PR
Taking and interpreting communication briefs
The art of influence and persuasion
Listening and emotional intelligence
Section Eight: Getting Your Message Heard
Choosing channels – matching media to tasks and stakeholders
Planning brilliant campaigns
Delivering business results demonstrated by evaluation
Section Nine: Keep it Social
The changed world of relationships in the age of social media networks
Improving the power of communications in the organisation
Measuring communications effectiveness
Using measurement to improve performance
Reputational and e-reputation management
Section Ten: Putting it All Together
Planning your career and personal development
Managing up and increasing your personal visibility