Customer Service & Public Relations

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This course bridges the gap between customer service and public relations, emphasizing how both disciplines contribute to building a strong brand reputation. Participants will learn how to communicate effectively with customers and the public to foster trust, loyalty, and positive brand perception.

Objectives

By the end of this course, participants will be able to:

• Understand the connection between customer service and PR.
• Communicate effectively to build brand loyalty and trust.
• Handle public-facing issues and customer complaints with confidence.
• Use customer feedback to shape public relations strategies.
• Enhance the organization’s reputation through service excellence.

Who Should Attend?

• Customer service professionals and managers
• PR and communication specialists
• Business owners and brand managers
• Anyone involved in customer or public interactions

Course Outline

Day 1: The Intersection of Customer Service and PR

• Understanding how service impacts public perception
• The role of customer feedback in PR
  Day 2: Communication Strategies for Service and PR
• Crafting consistent messages across channels
• Managing customer expectations and public messaging
  Day 3: Handling Crises in Customer Service and PR
• Techniques for managing public complaints and crises
• Turning negative publicity into opportunities
  Day 4: Building Brand Loyalty Through Service and PR
• Engaging customers as brand advocates
• Aligning customer service strategies with PR goals
  Day 5: Measuring Success and Continuous Improvement
• Evaluating customer satisfaction and public sentiment
• Using data to improve service and PR outcomes