This course is enriched to offer delegates hybrid information on the importance of good customer service. They will learn how to develop communication skills for dealing with customers. They will also learn the etiquette model used to build good customer relations and the ‘defusing’ techniques that calm angry customers.
The program explores different strategies to maintain a good rapport with customers, including using good telephone etiquette. We outline some tips for handling angry customers and explore the art of listening and silence. These enhanced communication skills are fundamental to customer relations management (CRM) and promote good customer service.
Course Content
• Customer service and Public relations Revolution
• Overview of customer experience
• Understanding customer service in the public sector
• The service culture.
• Fundamentals of Public relations
• Customer service management
• Leadership in customer service for competitive advantage
• Customer service etiquette models
• PR best practices in the 21st Century
• Handling Complaints from Customers
• Perfecting the art of customer service in the corporate world
• The power of empathy at the customer care desk
• Effective communication skills
• Customer service core and exceptional skills
• Organizational development through PR
• Critical Thinking and Problem Solving in Customer Service
• Contemporary Issues in Public Relations in the 21st Century
Course Details
Date: June 10th-14th, 2024
Venue: Reef Beach Hotel- Mombasa
Training Fee: Kshs. 85,000 + VAT
