CUSTOMER SERVICE AND PUBLIC RELATIONS

Course Objectives:
• Understand the importance of customer service and public relations in business
• Develop effective communication skills for interacting with customers and the public
• Learn strategies for handling difficult situations and resolving conflicts
• Gain knowledge of customer service best practices and industry standards
• Explore the role of social media and digital platforms in customer service and public relations
Course Content
Introduction to Customer Service and Public Relations
• Definition and importance of customer service and public relations
• The impact of customer service and public relations on business success
Communication Skills for Customer Service
• Active listening techniques
• Effective verbal and written communication
• Body language and tone of voice
Handling Difficult Situations
• Conflict resolution strategies
• Dealing with angry or dissatisfied customers
• Diffusing tense situations
Customer Service Best Practices
• Exceeding customer expectations
• Providing personalized service
• Maintaining a positive attitude
Social Media and Digital Platforms in Customer Service
• Using social media for customer service and public relations
• Responding to online reviews and feedback
• Leveraging digital platforms to enhance customer experience
Developing a Customer-Centric Culture
• Fostering a customer-focused mindset
• Empowering employees to deliver excellent service
• Continuous improvement and feedback
Public Relations Strategies
• Building and maintaining a positive brand image
• Effective press release writing and distribution
• Organizing and participating in public events
Case Studies and Best Practices
• Analyzing successful customer service and public relations campaigns
• Learning from industry leaders and best practices
Personal Development and Growth
• Continuous learning and skill enhancement
• Networking and professional development opportunities
• Maintaining work-life balance and preventing burnout

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.

DATE:
1ST BATCH: 25th – 28th Feb, 2025
2ND BATCH: 1st – 4th July, 2025
3RD BATCH: 11th – 14th Nov, 2025