Course details

Overview ?

INTRODUCTION

Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art programme to enable you to exploit this colossal opportunity. In a fast-paced, interactive programme you will work closely with other delegates 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

This highly interactive and fun programme examines in depth how to.

This programme will enable you to:

Build lasting and meaningful relationships with your customers
Use powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace
Gain a greater understanding of your customers’ needs and how to satisfy them
Explore the basics of Neuro Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your 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 your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders
Influence with integrity and effective communication

PROGRAMMEME OBJECTIVES

Build lasting rapport and lasting relationships with colleagues, customers and friends
Modify your own behaviour to match others
Establishing good working relationships
Learn to influence with integrity
To use influencing skills and techniques to build ongoing and long term relationships with key customers and other stakeholders
To be able to create and adapt crystal clear models for communication between your organisation and its customers
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
Develop increased skill writing for print and the web and competency in the range of PR tools and techniques including editing
Learn how to write clear brief and clear objectives
Learn how to be an effective user of e-media
Develop crisis management techniques
Develop your interview technique
Develop personal communications effectiveness
Recognise behaviours that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike

TRAINING METHODOLOGY

Participants will learn by active participation throughout the programme, using programme materials, exercises, training videos and discussions of relevant organisational issues.

PROGRAMME SUMMARY

Understanding the processes of communication and decision making and the behavioural patterns of others to determine how you need to change your own behaviour and communication in order to communicate, influence and negotiate more effectively with your colleagues, customers and other stakeholders.

PROGRAMME OUTLINE

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 organisation?
What do you want your customers to say?
Myths and legends about customer service

Gaining a greater understanding of your company

From judgements to behavioural flexibility
Behavioural traits and how to identify them
Modifying your own behaviour 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

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

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

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

The 21st Century Communicator

Introduction and welcome
Goal setting for the programmeme
The role of Communications PR in the organisation
The range of media and channels
Neuroeconomics and the behaviour of our stakeholders
A problem-solving approach
Personal goal-setting for the programmeme

From theory to successful practise

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

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

eManagement x Communication

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