Introduction
Our Advanced course combines the orders of cutting edge customer service management and PR/communications in a powerful state-of-the-art programme to enable you to exploit this giant chance. In a fast-paced, interactive programme you will work closely with other learners to sharpen 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 exceptionally intelligent and fun programme examines in depth how to:
Build lasting and meaningful relationships with your customers.
Utilise powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace.
Comprehend 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.
Comprehend the procedure of decision-making based on learning from neuroeconomics.
Develop your ability to draw stakeholder maps and to explore and exploit the relationships between stakeholders.
Impact with integrity and effective communication.
Objectives:
Build lasting respect and relationships with colleagues, customers and friends.
Change your own behaviour to match others.
Setting up good working relationships.
Learn to impact 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 clear models for communication between your organisation and its customers.
Build co-operation and commitment.
Comprehend 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.
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.
Figure out how to write clear brief and clear objectives.
Figure out how to be an effective user of e-media.
Create crisis management techniques.
Create your interview technique.
Develop personal communications effectiveness.
Course Outline
Day 1
The world of customer service excellence
Customer service and what it means.
Recognising 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?
Fantasies and legends about customer service
Day 2
Gaining a greater comprehension of your company
From decisions 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.
Day 3
Advanced Communication
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
Impacting 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
Confidence 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
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 programme.
Day 7
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.
Day 8
The Medium is the Message
Managing stakeholder relations.
Choosing channels – matching media to tasks and stakeholders.
Composing and editing for print.
Composing for the web.
Organising face-to-face events.
Day 9
E-Management 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.
Reputation management.
Day 10
Planning your career and personal development.
Influencing 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.
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