Customer Relations Management Courses.
First impressions last, and the project staff are vital members of the corporate team. Their level of performance
is invaluable to the overall success of an organization. Covering all aspects of the role, from answering the
telephone to dealing with visitors, this customer care and communication skills is suitable for any corporate staff.
A small investment in our five-day training “Customer Care and Communication Skills” will deliver huge
dividends in every day dealing with your project staff, visitors, in person or by phone.
Who should attend?
The goal of the Customer Care and Communication Skills training course is to develop organizational staff into
high level company representatives. The course teaches delegates the different forms of communication,
telephone etiquette, answering techniques, professional customer service and how to handle difficult customers
and project staff. The course target audience is the;
ü Drivers
ü Receptionists
ü Call centre managers/Officers
ü Secretaries
ü Administration staff
ü Personal assistants
ü Project staff
What will be covered?
ü Appreciating the results of being an effective project staff for the individual, team, organization and
external customer.
ü Defining specific skills and knowledge currently linked to the receptionist role within all organizations.
ü Gaining an understanding of current strengths and gaps that may exist in performing this role.
ü Building on the much needed skills and behavior to deal effectively with difficult internal or
external customer situations.
ü Appreciating the benefits of being well organized and managing your time in this demanding role
ü Gaining skills in dealing with workplace stress and shifting priorities within the receptionist role
ü Reinforcing the importance of a positive and professional profile, and practicing skills to deal with
this demanding component of the role.
Course outcomes
ü Have clear understanding of business etiquette subtleties Practice courtesy, tolerance and respect in
any given situation
ü Project a predetermined image for maximum impact
ü Interact with confidence at all levels
ü Enhance your career prospects by becoming the best example for others to follow
ü Explain public relations as an ethical practice, a planned process, a managerial concept and a behavioral science
ü Recognize key professionals in shaping public relations
ü Apply public relations models and communication theories
ü Identify key publics involved in public relations
ü Explain key issues in handling different key publics
ü Evaluate PR writing, integrated marketing communications, and crisis management
tactics
Assess diverse situations and apply the appropriate public relations strategies and tactics
to address these situations
Learning Content
ü Telephone Technique Dealing with incoming calls.
ü Recording and Filing
ü How to sound confident, interested and helpful.
ü Core principles of customer service
ü Stress management
ü Team work and Individual capabilities
ü Report writing and Documentation
ü Customer satisfaction
ü Time thieves in customer service
ü Etiquette and rules of behavior
ü How to deal with telephone calls and visitors simultaneously.
ü Complaint Handling
ü Establishing source of complaint.
ü Remaining polite and helpful.
ü Competitiveness and Innovation customer service
ü Developing a Personal Commitment to Quality Service
ü Helping customers to make the right choice
ü Discretion and tactfulness.
ü Communication Skills and How to Use Them
ü Examining the importance of body language and telephone behavior
ü The Importance of First Impressions
ü Projecting a professional image.
ü How to remain calm and composed under pressure
ü Customer Relations.
ü Understanding customer needs and attitudes.
ü Self-confidence-assertiveness.
ü Call Centre techniques
ü Dealing with awkward customers on the telephone and face-to-face.
ü Definitions and overview of public relations – As a managerial concept
– As a behavioral science
ü History of the field, from ancient beginning to modern times – Important people, leaders in the field
– Societal factors impacting growth
ü Public relations problem-solving and planning “process” – RACE, ROPE, other programming models
ü – Role of research in public relations programs
ü Public relations communication theory – SEMDR, other communications models – Concept of two-way communication
ü The public of public relations
ü Overview of most crucial publics, including community, employees, consumers, government, news
media
Way forward After the Training
Participants will develop a work plan through the help of facilitators that stipulates application of skills
acquired in improving their organizations. ASPM will monitor implementation progress after the training.
Training Evaluation:
Participants will undertake a simple assessment before the training to gauge knowledge and skills in the field
and another assessment will be done after the training in-order to monitor knowledge gained through the training.