/  The Customer Service and Public Relations Masterclass Training

The Customer Service and Public Relations Masterclass Training

BMC Training provides a training course in The Customer Service and Public Relations Masterclass in PR , Customer Services , Sales and Marketing

Course Title
Venue
Start Date
End Date
  • Kuala Lumpur
    27 - 10 - 2019
    7 - 11 - 2019
  • Rome
    27 - 10 - 2019
    7 - 11 - 2019
  • Rome
    27 - 10 - 2019
    7 - 11 - 2019
  • Barcelona
    27 - 10 - 2019
    7 - 11 - 2019
  • Zurich
    27 - 10 - 2019
    7 - 11 - 2019
  • Istanbul
    3 - 11 - 2019
    14 - 11 - 2019
  • Bali
    3 - 11 - 2019
    14 - 11 - 2019
  • Singapore
    3 - 11 - 2019
    14 - 11 - 2019
  • Washington
    3 - 11 - 2019
    14 - 11 - 2019
  • Kuala Lumpur
    17 - 11 - 2019
    28 - 11 - 2019
  • Rome
    17 - 11 - 2019
    28 - 11 - 2019
  • Rome
    17 - 11 - 2019
    28 - 11 - 2019
  • Barcelona
    17 - 11 - 2019
    28 - 11 - 2019
  • Zurich
    17 - 11 - 2019
    28 - 11 - 2019
  • Dubai
    3 - 11 - 2019
    14 - 11 - 2019
  • Paris
    3 - 11 - 2019
    14 - 11 - 2019
  • Hong Kong
    3 - 11 - 2019
    14 - 11 - 2019
  • London
    10 - 11 - 2019
    21 - 11 - 2019
  • Madrid
    10 - 11 - 2019
    21 - 11 - 2019
  • Munich
    10 - 11 - 2019
    21 - 11 - 2019
  • Berlin
    10 - 11 - 2019
    21 - 11 - 2019
  • New York
    10 - 11 - 2019
    21 - 11 - 2019
  • Dubai
    15 - 12 - 2019
    26 - 12 - 2019
  • Paris
    15 - 12 - 2019
    26 - 12 - 2019
  • Hong Kong
    15 - 12 - 2019
    26 - 12 - 2019
  • Kuala Lumpur
    22 - 12 - 2019
    2 - 1 - 2020
  • Rome
    22 - 12 - 2019
    2 - 1 - 2020
  • Rome
    22 - 12 - 2019
    2 - 1 - 2020
  • Barcelona
    22 - 12 - 2019
    2 - 1 - 2020
  • Zurich
    22 - 12 - 2019
    2 - 1 - 2020
  • Istanbul
    1 - 12 - 2019
    12 - 12 - 2019
  • Bali
    1 - 12 - 2019
    12 - 12 - 2019
  • Singapore
    1 - 12 - 2019
    12 - 12 - 2019
  • Washington
    1 - 12 - 2019
    12 - 12 - 2019
  • London
    8 - 12 - 2019
    19 - 12 - 2019
  • Madrid
    8 - 12 - 2019
    19 - 12 - 2019
  • Munich
    8 - 12 - 2019
    19 - 12 - 2019
  • Berlin
    8 - 12 - 2019
    19 - 12 - 2019
  • New York
    8 - 12 - 2019
    19 - 12 - 2019
  • Istanbul
    26 - 1 - 2020
    6 - 2 - 2020
  • Bali
    26 - 1 - 2020
    6 - 2 - 2020
  • Singapore
    26 - 1 - 2020
    6 - 2 - 2020
  • Washington
    26 - 1 - 2020
    6 - 2 - 2020
  • Kuala Lumpur
    19 - 1 - 2020
    30 - 1 - 2020
  • Rome
    19 - 1 - 2020
    30 - 1 - 2020
  • Rome
    19 - 1 - 2020
    30 - 1 - 2020
  • Barcelona
    19 - 1 - 2020
    30 - 1 - 2020
  • Zurich
    19 - 1 - 2020
    30 - 1 - 2020
  • Dubai
    12 - 1 - 2020
    23 - 1 - 2020
  • Paris
    12 - 1 - 2020
    23 - 1 - 2020
  • Hong Kong
    12 - 1 - 2020
    23 - 1 - 2020
  • London
    5 - 1 - 2020
    16 - 1 - 2020
  • Madrid
    5 - 1 - 2020
    16 - 1 - 2020
  • Munich
    5 - 1 - 2020
    16 - 1 - 2020
  • Berlin
    5 - 1 - 2020
    16 - 1 - 2020
  • New York
    5 - 1 - 2020
    16 - 1 - 2020
  • Dubai
    23 - 2 - 2020
    6 - 3 - 2020
  • Paris
    23 - 2 - 2020
    6 - 3 - 2020
  • Hong Kong
    23 - 2 - 2020
    6 - 3 - 2020
  • Kuala Lumpur
    16 - 2 - 2020
    27 - 2 - 2020
  • Rome
    16 - 2 - 2020
    27 - 2 - 2020
  • Rome
    16 - 2 - 2020
    27 - 2 - 2020
  • Barcelona
    16 - 2 - 2020
    27 - 2 - 2020
  • Zurich
    16 - 2 - 2020
    27 - 2 - 2020
  • Istanbul
    9 - 2 - 2020
    20 - 2 - 2020
  • Bali
    9 - 2 - 2020
    20 - 2 - 2020
  • Singapore
    9 - 2 - 2020
    20 - 2 - 2020
  • Washington
    9 - 2 - 2020
    20 - 2 - 2020
  • London
    2 - 2 - 2020
    13 - 2 - 2020
  • Madrid
    2 - 2 - 2020
    13 - 2 - 2020
  • Munich
    2 - 2 - 2020
    13 - 2 - 2020
  • Berlin
    2 - 2 - 2020
    13 - 2 - 2020
  • New York
    2 - 2 - 2020
    13 - 2 - 2020
  • Istanbul
    15 - 3 - 2020
    26 - 3 - 2020
  • Bali
    15 - 3 - 2020
    26 - 3 - 2020
  • Singapore
    15 - 3 - 2020
    26 - 3 - 2020
  • Washington
    15 - 3 - 2020
    26 - 3 - 2020
  • Kuala Lumpur
    8 - 3 - 2020
    19 - 3 - 2020
  • Rome
    8 - 3 - 2020
    19 - 3 - 2020
  • Rome
    8 - 3 - 2020
    19 - 3 - 2020
  • Barcelona
    8 - 3 - 2020
    19 - 3 - 2020
  • Zurich
    8 - 3 - 2020
    19 - 3 - 2020
  • Dubai
    1 - 3 - 2020
    12 - 3 - 2020
  • Paris
    1 - 3 - 2020
    12 - 3 - 2020
  • Hong Kong
    1 - 3 - 2020
    12 - 3 - 2020
  • London
    22 - 3 - 2020
    2 - 4 - 2020
  • Madrid
    22 - 3 - 2020
    2 - 4 - 2020
  • Munich
    22 - 3 - 2020
    2 - 4 - 2020
  • Berlin
    22 - 3 - 2020
    2 - 4 - 2020
  • New York
    22 - 3 - 2020
    2 - 4 - 2020
  • Dubai
    26 - 4 - 2020
    7 - 5 - 2020
  • Paris
    26 - 4 - 2020
    7 - 5 - 2020
  • Hong Kong
    26 - 4 - 2020
    7 - 5 - 2020
  • Kuala Lumpur
    5 - 4 - 2020
    16 - 4 - 2020
  • Rome
    5 - 4 - 2020
    16 - 4 - 2020
  • Rome
    5 - 4 - 2020
    16 - 4 - 2020
  • Barcelona
    5 - 4 - 2020
    16 - 4 - 2020
  • Zurich
    5 - 4 - 2020
    16 - 4 - 2020
  • Istanbul
    12 - 4 - 2020
    23 - 4 - 2020
  • Bali
    12 - 4 - 2020
    23 - 4 - 2020
  • Singapore
    12 - 4 - 2020
    23 - 4 - 2020
  • Washington
    12 - 4 - 2020
    23 - 4 - 2020
  • London
    19 - 4 - 2020
    30 - 4 - 2020
  • Madrid
    19 - 4 - 2020
    30 - 4 - 2020
  • Munich
    19 - 4 - 2020
    30 - 4 - 2020
  • Berlin
    19 - 4 - 2020
    30 - 4 - 2020
  • New York
    19 - 4 - 2020
    30 - 4 - 2020
  • Istanbul
    10 - 5 - 2020
    21 - 5 - 2020
  • Bali
    10 - 5 - 2020
    21 - 5 - 2020
  • Singapore
    10 - 5 - 2020
    21 - 5 - 2020
  • Washington
    10 - 5 - 2020
    21 - 5 - 2020
  • Kuala Lumpur
    3 - 5 - 2020
    14 - 5 - 2020
  • Rome
    3 - 5 - 2020
    14 - 5 - 2020
  • Rome
    3 - 5 - 2020
    14 - 5 - 2020
  • Barcelona
    3 - 5 - 2020
    14 - 5 - 2020
  • Zurich
    3 - 5 - 2020
    14 - 5 - 2020
  • Dubai
    17 - 5 - 2020
    28 - 5 - 2020
  • Paris
    17 - 5 - 2020
    28 - 5 - 2020
  • Hong Kong
    17 - 5 - 2020
    28 - 5 - 2020
  • London
    24 - 5 - 2020
    4 - 6 - 2020
  • Madrid
    24 - 5 - 2020
    4 - 6 - 2020
  • Munich
    24 - 5 - 2020
    4 - 6 - 2020
  • Berlin
    24 - 5 - 2020
    4 - 6 - 2020
  • New York
    24 - 5 - 2020
    4 - 6 - 2020
  • Dubai
    14 - 6 - 2020
    25 - 6 - 2020
  • Paris
    14 - 6 - 2020
    25 - 6 - 2020
  • Hong Kong
    14 - 6 - 2020
    25 - 6 - 2020
  • Kuala Lumpur
    21 - 6 - 2020
    2 - 7 - 2020
  • Rome
    21 - 6 - 2020
    2 - 7 - 2020
  • Rome
    21 - 6 - 2020
    2 - 7 - 2020
  • Barcelona
    21 - 6 - 2020
    2 - 7 - 2020
  • Zurich
    21 - 6 - 2020
    2 - 7 - 2020
  • Istanbul
    28 - 6 - 2020
    9 - 7 - 2020
  • Bali
    28 - 6 - 2020
    9 - 7 - 2020
  • Singapore
    28 - 6 - 2020
    9 - 7 - 2020
  • Washington
    28 - 6 - 2020
    9 - 7 - 2020
  • London
    7 - 6 - 2020
    18 - 6 - 2020
  • Madrid
    7 - 6 - 2020
    18 - 6 - 2020
  • Munich
    7 - 6 - 2020
    18 - 6 - 2020
  • Berlin
    7 - 6 - 2020
    18 - 6 - 2020
  • New York
    7 - 6 - 2020
    18 - 6 - 2020
  • Istanbul
    5 - 7 - 2020
    16 - 7 - 2020
  • Bali
    5 - 7 - 2020
    16 - 7 - 2020
  • Singapore
    5 - 7 - 2020
    16 - 7 - 2020
  • Washington
    5 - 7 - 2020
    16 - 7 - 2020
  • Kuala Lumpur
    12 - 7 - 2020
    23 - 7 - 2020
  • Rome
    12 - 7 - 2020
    23 - 7 - 2020
  • Rome
    12 - 7 - 2020
    23 - 7 - 2020
  • Barcelona
    12 - 7 - 2020
    23 - 7 - 2020
  • Zurich
    12 - 7 - 2020
    23 - 7 - 2020
  • Dubai
    19 - 7 - 2020
    30 - 7 - 2020
  • Paris
    19 - 7 - 2020
    30 - 7 - 2020
  • Hong Kong
    19 - 7 - 2020
    30 - 7 - 2020
  • London
    26 - 7 - 2020
    6 - 8 - 2020
  • Madrid
    26 - 7 - 2020
    6 - 8 - 2020
  • Munich
    26 - 7 - 2020
    6 - 8 - 2020
  • Berlin
    26 - 7 - 2020
    6 - 8 - 2020
  • New York
    26 - 7 - 2020
    6 - 8 - 2020
  • Dubai
    2 - 8 - 2020
    13 - 8 - 2020
  • Paris
    2 - 8 - 2020
    13 - 8 - 2020
  • Hong Kong
    2 - 8 - 2020
    13 - 8 - 2020
  • Kuala Lumpur
    9 - 8 - 2020
    20 - 8 - 2020
  • Rome
    9 - 8 - 2020
    20 - 8 - 2020
  • Rome
    9 - 8 - 2020
    20 - 8 - 2020
  • Barcelona
    9 - 8 - 2020
    20 - 8 - 2020
  • Zurich
    9 - 8 - 2020
    20 - 8 - 2020
  • Istanbul
    16 - 8 - 2020
    27 - 8 - 2020
  • Bali
    16 - 8 - 2020
    27 - 8 - 2020
  • Singapore
    16 - 8 - 2020
    27 - 8 - 2020
  • Washington
    16 - 8 - 2020
    27 - 8 - 2020
  • London
    23 - 8 - 2020
    3 - 9 - 2020
  • Madrid
    23 - 8 - 2020
    3 - 9 - 2020
  • Munich
    23 - 8 - 2020
    3 - 9 - 2020
  • Berlin
    23 - 8 - 2020
    3 - 9 - 2020
  • New York
    23 - 8 - 2020
    3 - 9 - 2020
  • Istanbul
    27 - 9 - 2020
    8 - 10 - 2020
  • Bali
    27 - 9 - 2020
    8 - 10 - 2020
  • Singapore
    27 - 9 - 2020
    8 - 10 - 2020
  • Washington
    27 - 9 - 2020
    8 - 10 - 2020
  • Kuala Lumpur
    6 - 9 - 2020
    17 - 9 - 2020
  • Rome
    6 - 9 - 2020
    17 - 9 - 2020
  • Rome
    6 - 9 - 2020
    17 - 9 - 2020
  • Barcelona
    6 - 9 - 2020
    17 - 9 - 2020
  • Zurich
    6 - 9 - 2020
    17 - 9 - 2020
  • Dubai
    13 - 9 - 2020
    24 - 9 - 2020
  • Paris
    13 - 9 - 2020
    24 - 9 - 2020
  • Hong Kong
    13 - 9 - 2020
    24 - 9 - 2020
  • London
    20 - 9 - 2020
    1 - 10 - 2020
  • Madrid
    20 - 9 - 2020
    1 - 10 - 2020
  • Munich
    20 - 9 - 2020
    1 - 10 - 2020
  • Berlin
    20 - 9 - 2020
    1 - 10 - 2020
  • New York
    20 - 9 - 2020
    1 - 10 - 2020
  • Istanbul
    4 - 10 - 2020
    15 - 10 - 2020
  • Bali
    4 - 10 - 2020
    15 - 10 - 2020
  • Singapore
    4 - 10 - 2020
    15 - 10 - 2020
  • Washington
    4 - 10 - 2020
    15 - 10 - 2020

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

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

Content

Day one

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

Day two

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

Day Three

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 Four

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 Five

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 Six

The 21st Century Communicator

  • Introduction and welcome
  • Goal setting for the programme
  • 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 Seven

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 eight

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 Nine

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

Day Ten

  • 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

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