customer care and public

1. CUSTOMER CARE/SERVICE,
PUBLIC RELATIONS AND
INTERPERSONAL RELATIONS

2. Customer Benefit Communication
 Communication Model In An Organization
 Barriers To Effective Communication
 Non- Verbal Communication and Their Effects.
 Speaking Skills And Effective Use Of Telephone
 Corporate Image and Identity In Enhancing
 Relations Between Staff, Customer And Society.
 Tips To Public And Customer Relations And Guiding Skills
 Human and Interpersonal Skills.

3. Communication Model In An Organization
 Communication is the lifeblood of any organization
 Organization structure shape the communication patterns.
 Downward
 Upward
 Horizontal

4. Barriers To Effective Communication
Wrong choice of channel
Physical barriers
Semantic barriers
Psychological Barriers
Physiological
Cultural
Unsolicited communication

5. Non- Verbal Communication and Their Effects.
 Non-verbal communication constitute 60%
of our communication habits.
 Good to pay attention to not only what we
say but how we say it.
“It’s not what he said, but how he said it that
upset me.”
 “I couldn’t talk if I couldn’t use my hands.”
 “It was written all over his face.”
 “He had laughing eyes.”

6. Speaking Skills And Effective Use Of
Telephone
 Answering a call
 Greetings-
 Taking calls on behalf-
 Transferring a call/ connecting to another person
 Experiencing challenges
 Am sorry …..
 May you kindly spell…
 Am sorry you got the wrong number
 Ending a conversation
 Appreciate the caller and ask if the caller needs any other help

7. Corporate Image and Identity In Enhancing Relations Between
Staff, Customer And Society.
Corporate identity is one of the best
form of communication and its aim
being to distinguish and establish
visual recognition by means of physical
and visible identification.

8. Human and Interpersonal Skills
The quality of relationships in an
organization dictate to a large extent
the level of communication
effectiveness achieved. Therefore, the
relationship between managers and
supervisors, and subordinates will
determine the success or failure of an
organization.

9. Human and Interpersonal Skills
 self concept
 Self esteem
 Self disclosure
 Behavioural flexibility
 Empathy and listening

10. Tips To Public And Customer Relations
 Rapport
 Communicate competently

11. TEA BREAK

12. REPORT WRITING SKILLS

13. Introduction
 A report is an orderly presentation of facts about specific business activity or
programme. It can either be written or oral

14. Classification Of Reports
Statutory reports
 These are prepared and presented according to the form and
procedure laid down by law. Examples are companies reports
presented to shareholders during the Annual General Meetings.
Non-Statutory reports
 These are formal reports which are not required by law but are
needed by management for decision making. They include;
 Routine and periodic reports:
 Progress reports:.
 Investigative reports:
 Recommendation reports
 Statistical reports
 Proposals

15. Writing Skills of Various Reports.
stages in report writing.
Listing
Sorting
Arranging
Review
Edit

16. Communication Process to Stakeholders.

17. Secret of Transactions and
Confidentiality

18. Lunch break

19. CONFLICT
MANAGEMENT AND
RESOLUTION IN
CUSTOMER CARE

20. Nature of Conflict (Staff/Customer’s
relationship

21. Positive Outcomes of Conflicts
 It leads to generation of better ideas.
People are forced to search for alternative
approaches
Long standing problems are brought to the fore
and solutions sought.
Clarification of individuals views are sought and
are made.
It stimulates interest and creativity (innovation)
It gives people opportunity to test their

22. Negative Outcomes of Conflicts
Some people may feel defeated or demeaned.
demoralized, decrease in productivity
Widening communication gaps between
employees –rise to dysfunctional teams.
create a climate of mistrust and suspicion-lack
of confidence to handle tasks in the best way
possible, kills creativity and innovation in
people.

23. Economic Effects of Conflicts
Individuals and groups will concentrate on their
own narrow interests.
increased employee turnover-lapse of continuity
in the business process, thus inconsistency in
the organization.

24. ManagingOrganization’sConflict
Confrontation
Accommodation
Competition
Compromising
Collaboration

25. Thank you for listening