Public Relation Skills (In Managing Difficult Customers)

What would you do when you have dissatisfied customers who are threatening to take action against your company? Most companies rely on external PR companies to handle the situation. But did you know that each one of your employees is actually a key contact point with the customer to win back the angry customer?

Course Objectives: 
  • Tackle a client-relationship crisis 
  • Effectively calm & convince angry customers 
  • Overcome objections & hostility 
  • Handle & improve your company’s public image & good name
Target Audience: 
Manager
Project Manager
Reception
Sales Personnel
Secretary
In-house Course Fee: 
RM4000 per day
Number of days: 
2
Trainer: 
TBA
Course Outlines: 

Module 1

  • Attributes of an excellent customer-service mindset 
  • Leveraging on the psychology of human personality 
  • Values to have when dealing with customers 
  • Integrity & trust: the hallmarks of excellent service

Module 2

  • NLP methods in dealing with difficult customers 
  • Training your mind to handle tough PR situations 
  • Excellent service: delighting a potential complainer 
  • Obstacles in calming & convincing an angry person

Module 3

  • How to overcome objections & bad publicity 
  • Know a situation from a psychological viewpoint 
  • Influencing the media to report positively 
  • Managing an escalating crisis with professionalism

Module 4

  • Making the most of a PR crisis situation 
  • Entertaining customers’ unreasonable requests 
  • NLP strategies to protect your company’s name 
  • Going the extra mile in pleasing your customer
language: 
English

Register Now

Contact Us

Email: info@tni.my

Jimmy Ong Tel: ‭+60 16 216 1383‬ (Call on Whatsapp for free)