The Customer Service & Public Relations Masterclass

Day 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

Day 2: Gaining a greater understanding of your company

• From judgments to behavioral flexibility

• Behavioral traits and how to identify them

• Modifying your own 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

Day 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

Day 4: Influencing with integrity

• The importance of value sets in 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

Day 5: Conflict, challenge, and closure

• 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 own customers

Day 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

Day 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

Day 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

• Organising face-to-face events

Day 9:e-Management x 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

Day 10: Putting it all together

• Planning your career and personal development

• Impacting positively on your managers

• Managing up and increasing your personal visibility

• Networking and effectiveness

• Team working and your personal effectiveness

• Time management and work planning

• Summary and Conclusion