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  • 5.public Relations Communications: - Prof. Anindita Gupta

    Загружено:

    Kapil Gajbhiye
    10 просмотров8 страниц
    This document discusses public relations communications. It defines communication and its importance in PR. Effective internal PR communication helps with organizational alignment, trends, harmony, and relations. External PR focuses on image management, crisis management, media relations, and community/government relations. Key aspects of PR communication include customer care, complaint handling, and communicating with trade partners. Strategies for customer retention center on service standards, competitors, customer analysis, and adapting to changing customer needs. Objectives of complaint handling are to stabilize relations, prevent negative word of mouth, increase satisfaction, obtain information, and prevent lost sales. Guidelines for communicating with bankers include being brief, providing details, being attentive, using simple language, clear instructions, maintaining secrecy, and having

    Исходное описание:

    PROF. ANINDITA GUPTA

    Оригинальное название

    5.Public Relations Comm

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    This document discusses public relations communications. It defines communication and its importance in PR. Effective internal PR communication helps with organizational alignment, trends, harmony, and relations. External PR focuses on image management, crisis management, media relations, and community/government relations. Key aspects of PR communication include customer care, complaint handling, and communicating with trade partners. Strategies for customer retention center on service standards, competitors, customer analysis, and adapting to changing customer needs. Objectives of complaint handling are to stabilize relations, prevent negative word of mouth, increase satisfaction, obtain information, and prevent lost sales. Guidelines for communicating with bankers include being brief, providing details, being attentive, using simple language, clear instructions, maintaining secrecy, and having

    Авторское право:

    © All Rights Reserved
    Скачайте в формате PPTX, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    10 просмотров8 страниц

    5.public Relations Communications: - Prof. Anindita Gupta

    Загружено:

    Kapil Gajbhiye
    This document discusses public relations communications. It defines communication and its importance in PR. Effective internal PR communication helps with organizational alignment, trends, harmony, and relations. External PR focuses on image management, crisis management, media relations, and community/government relations. Key aspects of PR communication include customer care, complaint handling, and communicating with trade partners. Strategies for customer retention center on service standards, competitors, customer analysis, and adapting to changing customer needs. Objectives of complaint handling are to stabilize relations, prevent negative word of mouth, increase satisfaction, obtain information, and prevent lost sales. Guidelines for communicating with bankers include being brief, providing details, being attentive, using simple language, clear instructions, maintaining secrecy, and having

    Авторское право:

    © All Rights Reserved
    Скачайте в формате PPTX, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    из 8

    5.

    PUBLIC RELATIONS
    COMMUNICATIONS

    - PROF. ANINDITA GUPTA

    PUBLIC RELATIONS COMMUNICATIONS


    Communication can be defined as a process by which

    one or more people exchange ideas, thoughts,


    feelings, facts.
    It is a process by which individuals interact with each
    other conveying their messages.
    As per Peter Little, Communication is the process by
    which information is transmitted between
    individuals and/ or organisations so that an
    understanding response results.

    IMPORTANCE OF PR COMMUNICATION
    Internal PR Communication

    1.

    Organisational Alignment
    Coping with Trends
    Industrial Harmony & Peace
    Investors Relations
    Support for Marketing & Sales
    International Coordination

    External PR Communication

    2.

    Image Mgmt
    Crisis Mgmt
    Media Relations
    Community Relations
    Government relations

    ASPECTS OF PR COMMUNICATION
    Customer Care & Retention

    Complaint Handling
    Communication with Aids to Trade

    STRATEGIES FOR CUSTOMER RETENTION


    Setting Satisfactory Service Standard

    Concentration on Competitors
    Customer Analysis
    Cost Analysis
    Concentration on the Paying Ability of Customers
    Knowledge on Purchase Behaviour Pattern
    Differentiation in Prices & Quality Standards
    Attention on Changing Requirements of Customers
    Concentration on Performance
    Augmenting Intangible Benefits

    OBJECTIVES OF COMPLAINT HANDLING


    1.

    2.
    3.
    4.

    5.
    6.

    Stabilising Customer Relation


    Preventing Negative Word of Mouth
    Increasing customer Satisfaction
    Obtaining Information
    Preventing opportunity Cost
    Preventing Loss of Sales

    GUIDELINES FOR COMMUNICATING WITH BANKERS


    1.

    2.
    3.
    4.

    5.
    6.
    7.

    Be Brief
    Requirement of full Detail
    Be Attentive
    Be Simple & Effective
    Definite Instructions
    Maintain Secrecy
    YOU Attitude

    The End

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