This is an essential tool when you or your staff deal directly with the public.

Politeness and courtesy work well with most customers, yet there will always be the example where when you do your best it will still not be sufficient. How we deal with these situations is one of the key elements of maintaining consistent public relations.

Leaving all our customers feeling satisfied and happy is a skill that can be learnt and practised.

Your workshop leader Alex Arnold was responsible for public relations and customer care for a local business with several branches. She is highly experienced and a great staff motivator.