The Customer Service and Public Relations Masterclass

The Ritz-Carlton Hotel
The Ritz-Carlton Hotel, 168, Jalan Imbi, 55100, Pudu, WP Kuala Lumpur, Malaysia
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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
Anyone who provides services, products or information to internal or external customers including personnel from:
Training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel
Also anyone who will ever need to influence others, either socially or commercially and managers who want to add high-level communications and influencing skills to their personal portfolios
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
Participants will learn by active participation throughout the programme, using programme materials, exercises, training videos and discussions of relevant organisational issues.

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.

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