The course is designed to equip participants with the knowledge, skills, and strategies to deliver exceptional customer service, and effectively manage public relations. The course emphases on effective customer care to all stakeholders while maintaining a good image and hence reputation with the external publics in the organization's. Participants will learn practical techniques for delivering exceptional customer service and developing and implementing effective public relations strategies. The course incorporates interactive discussions, role-playing exercises, case studies, and real-world examples to enhance participants' understanding of customer service, and public relations

1. Understand the principles and importance of effective customer service/ care.
2. Develop exceptional customer service skills and techniques.
3. Communicate effectively and empathetically with customers and publics.
4. Plan and implement a public relations program
5. Implement effective public relations strategies to manage the organization’s image.
6. Manage brand perception and reputation.
7. Establish effective media relations and communication channels.
8. Manage crisis using public relations tools.
9. Develop crisis communication plans and strategies.

1. Enhanced Customer Satisfaction and Loyal: By equipping participants with exceptional customer service skills and techniques, organizations can improve customer satisfaction and loyalty.
2. Improved Interpersonal Relationships: Developing strong interpersonal skills among employees fosters positive relationships within the organization.
3. Effective Conflict Resolution: The course covers conflict resolution techniques, enabling employees to handle conflicts and difficult situations effectively.
4. Positive Public Image and Reputation: Effective public relations strategies help organizations manage their public image and reputation.
5. Crisis Preparedness and Management: The course includes crisis communication and reputation management strategies.
6. Stronger Brand Identity and Recognition: By focusing on brand management and effective brand communication, organizations can establish a consistent and strong brand identity.
7. Enhanced Media Relations: The course provides insights into effective media relations, enabling organizations to establish positive relationships with the media.
8. Improved Internal and External Communication: Developing effective communication skills through the course enhances internal and external communication within the organization.

This course is suitable for customer service representatives, front-line employees, sales professionals, public relations officers, customer relationship managers, and anyone responsible for managing customer interactions and public perceptions. It is also beneficial for individuals seeking to enhance their skills in public relations capabilities and customer service.

10 days.

However, the duration can be adjusted based on the specific needs and pace of the participants

• Understanding Concepts in customer care and public relations
• Customer rights
• Ethics and integrity in customer Service
• Professional ethics in public relations
• Identifying and meeting customers’ expectations
• Identifying and meeting customers’ expectations
• Creating customer value and satisfaction
• Customer focused culture
• Handling challenging customers and situations
• Customer Care tools and Feedback Mechanisms
• Time Management
• Personal Effectiveness
• Public Relations in Customer Service
• Employee Wellness
• Government-Public Relations
• Media of public relations
• Press and print media
• Managing corporate image and reputation
• Organizing public relations events
• Branding your organisation
• Crisis management
• Sponsorship
• The concept of customer care and public relations
• The concept of customer care and public relations
• Communication skills in Public Relations and customer care
• Innovative trends in customer service
• Written communication skills for Public Relations
• Stress Management
• Work-Life Balance
• Personal etiquette and grooming for Public relations staff
• Action Planning and Evaluation