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The Customer Service and Public Relations Masterclass



Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art program to enable you to exploit this colossal opportunity. In a fast-paced, interactive program you will work closely to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer.

Program Objectives:

At the end of this program the participants will be able to:

  • Forge Lasting Customer Relationships: Utilize powerful behavioral tools, including Neuro-Linguistic Programming (NLP) and Emotional Intelligence, to deeply understand and meet customer needs, fostering lasting and meaningful connections.

  • Secure Competitive Edge: Implement strategies informed by neuroeconomics to enhance decision-making processes, ensuring the ability to secure and maintain a competitive edge in any marketplace.

  • Optimize Communication Channels: Understand and utilize various media channels effectively to develop and enhance relationships with stakeholders, ensuring clear and adaptable communication models between the organization and its customers.

  • Stakeholder Engagement: Develop the ability to map stakeholders and leverage relationships effectively, fostering cooperation, commitment, and integrity in influencing and communicating with stakeholders.

  • Personal and Organizational Development: Learn to use e-media effectively, enhance personal communication effectiveness, and plan communication activities tailored to meet stakeholder needs, thereby building cooperation, commitment, and organizational success.

Targeted Audience:

  • Customer Service.

  • Sales Professionals.

  • Field Services Representatives.

  • Receptionists.

  • Front-Line Staff.

  • Communication Specialists.

  • Public Relations Personnel.

Program Outlines:

Unit 1:

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 organization?

  • What do you want your customers to say?

  • Myths and legends about customer service.

Unit 2:

Gaining a Greater Understanding of Your Company: 


  • Develop Behavioral Flexibility.

  • Identify and Understand Behavioral Traits.

  • Adapt Behavior to Build Rapport.

  • Enhance Sensory Awareness.

  • Foster Deeper Connections.

  • Empathize and Understand Perspectives.


Unit 3:

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 and Communication skills exercises.

Unit 4:

Influencing With Integrity: 

  • The importance of value sets in the 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.

Unit 5:

Conflict and Challenge: 

  • Assertiveness and what it means.

  • Dealing with difficult people in an assertive way.

  • 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 customers.

Unit 6:

The 21st Century Communicator: 

  • Introduction and welcome.

  • Goal setting for the program.

  • The role of Communications PR in the organization and The range of media and channels

  • Neuroeconomics and the behavior of our stakeholders.

  • A problem-solving approach.

  • Personal goal-setting for the program.

Unit 7:

From Theory to Successful Practice: 

  • Communications models: implications for practice.

  • Psychological themes and construction in practice.

  • The art of influence and persuasion.

  • Ethics and communications.

  • Organizational transparency and communications.

  • Taking and interpreting communication briefs.

Unit 8:

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.

  • Organizing face-to-face events.

Unit 9:

Management Of Communication:

  • Improving the power of communications in the organization and between the organization and its stakeholders.

  • Measuring communications effectiveness.

  • Using measurement to improve performance.

  • Crisis communication.

  • Reputational management.

Unit 10:

Putting it All Together: 

  • Planning your career and personal development.

  • Impacting positively on your managers.

  • Managing up and increasing your visibility.

  • Networking and effectiveness.

  • Team working and your effectiveness.

  • Time management and work planning.

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