Public Relations and Customer Service

Mastering Customer Service and Public Relations for Success

Investment & Financial Markets4.7(96)3h 34m20 lectures2 sections

What you'll learn

  • Understand what customer service means and why it matters
  • Learn the core principles of customer service
  • Understand customer psychology and needs
  • Develop communication and active listening skills
  • Negotiate and manage a dialogue with the customer
  • Handle complaints and difficult customers
  • Solve problems with creative solutions
  • Build customer trust and win loyalty
  • Use technology and data analysis in customer service

About this course

This course covers customer service and public relations, and shows you how to build a strong relationship with customers based on trust and loyalty. It starts with an overview of the course, then explains what customer service means, why it matters and what its goals are inside organizations, followed by the core principles of customer service and customer psychology and needs. Next you learn effective communication, active listening, the art of dialogue and negotiation, handling complaints and objections, solving problems, offering creative solutions and dealing with difficult customers. The course then moves on to building trust, winning customer loyalty, word-of-mouth marketing, using technology and data analysis, future trends and artificial intelligence, along with a case study, leadership skills, self-development and a workbook. It suits people working in customer service, sales and public relations, and business owners. No previous experience is needed. By the end, you will be able to handle complaints and difficult customers and build customer trust and loyalty.

Expected outcomes

  • Enhance your skills in delivering exceptional customer service.
  • Build strong relationships with clients that foster trust and loyalty.
  • Acquire professional skills in handling difficult situations.
  • Implement innovative strategies to improve customer experience.

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    Course content

    1

    Public Relations and Customer Service

    19 lectures
    1. Learn About Course ContentsIntroduces the public relations and customer service course, its goals, target audiences, and its topics, from service principles, communication and complaints to technology and artificial intelligence.5:49
    2. What is Customer Service? (Its Importance and Objectives within Organizations)Explains what customer service is, its importance and goals within organizations, its role in winning customer loyalty, sector challenges, employee qualities, and future trends such as artificial intelligence.10:37
    3. Fundamentals of Customer ServiceExplains the core principles of excellent customer service, such as understanding customer needs, transparency and honest information, the challenges staff face, and the role of training and technology.20:59
    4. Customer Psychology and Understanding NeedsExplains customer psychology and customer types, new, returning and loyal, how to understand needs and wants through data and behavior, and how this helps product development and loyalty.16:15
    5. Importance of Effective Communication in Customer ServiceExplains the importance of effective communication in customer service, verbal and non-verbal, active listening, persuasion skills, and building trust and a long relationship rather than a one-off sale.10:13
    6. Effective Listening SkillsExplains active listening skills and why they matter for relationships and problem solving, strategies such as full focus, body language, questions and paraphrasing, and ways to practice them.12:14
    7. Art of Dialogue and NegotiationExplains the art of dialogue and negotiation with customers, from understanding the other side and clear communication to negotiation strategies such as collaboration and splitting shares, flexibility and managing conflict.19:09
    8. Handling Complaints and ObjectionsExplains body language and non-verbal communication in customer service, such as posture, distance, eye contact, tone of voice and hand gestures, and ways to practice controlling them.11:34
    9. Problem Solving and Providing Creative SolutionsExplains the steps of problem solving and creative solutions in customer service, from gathering and analyzing information and brainstorming to choosing, applying and measuring a solution, and timely decision making.14:35
    10. Dealing with Difficult CustomersExplains how to deal with difficult customers and causes of friction such as misunderstanding, by staying calm, focusing on the problem rather than the person, using positive language and apologizing when needed.12:44
    11. Building Trust with CustomersExplains how to build customer trust through credibility, ethical commitment, data protection and regular communication, with examples from major companies, and the importance of continuous evaluation and long-term investment.10:07
    12. How to Earn Customer LoyaltyExplains customer loyalty as a stage beyond trust, and how successful loyalty programs are built through simplicity, variety and personalization, while caring about the customer's feelings and analyzing their data.14:01
    13. Word-of-Mouth Marketing and Its Impact on BusinessExplains word-of-mouth marketing and how a satisfied customer becomes a promoter of your brand, its effect on sales, and the role of PR and customer service staff in encouraging customers to talk about the brand.9:11
    14. Using Technology in Customer ServiceExplains the importance of technology in customer service, such as live chat, chatbots and mobile apps, and the conditions for its success, like integration with company systems such as CRM.6:30
    15. Data Analysis and Decision MakingExplains data analysis and customer behavior analysis, customer service KPIs, the different types of analysis, and how they improve service and decision making, along with the terms CSAT and CRM.7:42
    16. Future Trends and Artificial Intelligence in Customer ServiceExplains the role of artificial intelligence in customer service and personalized customer experience, examples of its use across industries, the tools and strategies required, and the indicators for measuring its success.9:22
    17. Comprehensive Case StudyA practical case study applying earlier concepts to realistic scenarios, such as a manufacturer with declining output, identifying causes through causal analysis and then evaluating solutions with SWOT and cost-benefit analysis.9:55
    18. Leadership Skills in Customer Service and Employee MotivationExplains the leadership skills a customer service team manager needs, such as clear vision, communication, inspiration and trust building, and ways to motivate employees through recognition, development, fair pay and rewards.6:36
    19. Continuous Self-Development in Customer ServiceStresses the importance of continuous development for customer service teams, through seminars, conferences, online learning, hands-on practice, feedback and reading, with the example of an airline supporting its employees.7:24
    2

    Attachments

    1 attachments
    1. Download the Workbook

    Instructor

    Dr. Dina Al-Jayar

    Dr. Dina Al-Jayar

    Over 17 years of experience in training and teaching, certified as an institutional training consultant and international trainer. Holds a Master's in Mental Health and a PhD in Counseling Psychology.
    20.7K views12 courses

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