Manage customer service for public relations

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hello everyone and welcome to this business training.com video module on why customer service is an important aspect of public relations and marketing so first let's talk about really why customer service is a crucial part of all business and this really ties into whether you're in a large business or a small scale business every interaction that you have with your customer is an opportunity for you to serve and to turn these satisfied customers into loyal customers now marketing tactics really vary among businesses as do pr tactics but really know that one way that you can really encourage customers to be happy is to provide them with excellent customer service so i'm sure you're asking how are customer service and pr related well they really go hand in hand um probably more than you think so that they are related or or would maybe like to admit if you're in one area or the other customer service and pr are very interrelated interrelated customer service is really an opportunity for you as a customer service provider or even as just the company owner you know itself to really provide something like excellent customer service to a company and to really perf to a customer or company whoever your customer is and to perform public public relations services and vice versa now pr is becoming more and more like marketing online so they're becoming more similar and tools like social media can be considered something public relations related although that's also debatable as the marketing team would probably say otherwise now these tools are really great for conducting customer service because they allow you the opportunity to interact with your customers to answer any questions that they might have to address any concerns or issues that they're having with a product and really to be able to offer a solution to them over social media now what's great about this is that when you utilize these tools you can sort of cut an issue off before it becomes you know more mature you can also avoid a crisis altogether by responding to a crisis in the first place and this is an opportunity for you to not only address an issue provide a solution and be helpful for a customer but it's also an opportunity for you to create a more loyal customer now there's a lot of statistics out there about customer service and when you know something like an issue arises or a customer is unsatisfied with a product they most likely don't tell you but with pr and pr tools making it more accessible and more easy for people to really talk about their feelings and talk about perhaps a bad experience that they've had you also have more opportunity to find those customers who are complaining when before you never would have heard from them because they just simply would not return to your store or become a customer again no that's not to say that customers won't tell you and the ones that do are really the ones that you need to encourage to really explain their situation and to come to you for a solution but for those customers that you find online and they can be in in any of these tools here that you find on twitter facebook through blogs forums customer review sites these people that you find there talking about your product talking about your customer maybe talking about you these are the people who are looking for an answer may be too afraid to ask you for it or maybe they've already asked you for it and you haven't replied and these are the ones who are going to turn around and become a very loyal customer because you've turned their issue into something beneficial now there's a statistic about you know a dissatisfied customer who gets a resolution and is satisfied is more likely to become a loyal customer than someone who is simply satisfied to begin with so really pay attention to these customers you know social media is an amazing tool that will really help you to reach your goals of providing excellent customer service and also encourage positive word of mouth which can be considered a pr thing now aside from these things on the screen you know like your own website every point of contact with the customer training and customer service can be a really great addition to any customer service initiative or to any customer service team the more important though is someone who's willing to conduct successful customer relations or customer service activities and someone who understands the value of pr and customer service and someone in pr who understands the importance of customer service in pr it really is a give and take you know both departments should be working together now this last part here where i talk about every other point of contact with your customer this is the customer experience it begins when the customer first hears about you which can be you know the pr the marketing and advertising that a customer has before they even become a customer and this can be really tied back into successful pr you know successful public relations can help to shape this customer experience and to really create the best customer experience possible now it can the customer experience can be built when first the customer hears about you through advertising pr marketing or whatever and it can end when the customer no longer needs your services may no longer use your product is pro is possibly no longer a potential customer or is no longer a customer of anyone in the product space now there are many changes that we go through in life that could make a product obsolete so this is a definitely a time when a customer may no longer be in the customer experience with you but this means that you have a very large space and a lot of opportunity to share and to shape that experience with them though most of the time you cannot change expectations that a customer might hold when they first become a potential customer you can help to shape or set their expectations and perhaps go above and beyond the ones that they already hold now doing so can help to encourage them to become a loyal customer pr is all about engaging your customers and potential customers interacting with them and offering them something of value whether they are your customer or not already your customer you can use the tools that pr offers to do just that you can address their issues in turn potentially diffusing a crisis or you can offer something on the front end to help them make the decision to buy from you in the first place this is all pr a pr and customer service should really work together to take advantage of the awesome utility the internet offers and to really create the best experience for your customers to encourage them to return time and again and to encourage new customers to try you out that concludes our business training.com video i hope you've enjoyed it thank you for watching to learn more about the training and certification programs that we offer please visit our homepage at businesstraining.com