Revolution Media

16/04/2024

Benefits of good customer service to Public Relations

‘Customer Service Week, is celebrated during the first full week of October, recognizing the importance of good customer service, and celebrating frontline staff that deal with customers daily. Although the recognition of the week started in 1987, it was proclaimed as a nationally recognized event by the US Congress in 1992 (CSweek.com). The event has become a globally celebrated one, with many companies and organisations all over the world, taking advantage of the week to enhance their customer service and ultimately their Public Relations.

Given this background and this year’s theme, it is imperative for Public Relations in Malawi to start recognising this important week and how it can help PR achieve its objectives, leveraging it to improve both internal and external relations, realizing that PR and customer service cannot and should not be separated.

As PR in Malawi has been working as a separate arm to the rest of the organisation, needed only in times of crisis management, celebrating, and recognising Customer Service Week could be that bridging gap that will help organisations appreciate the importance of PR in daily operations.

PR working together with Customer services staff and the rest of the team could boost organisations’ reputation. Customer service plays a crucial role in PR as it determines how the public views the organization. Good customer service can improve the company’s image and at the same time, bad customer service can ruin an organisation’s reputation, giving more work to PR to try and turn around the negativity.

PR should be at the forefront of celebrating ‘Customer Services Week,’ bringing all the departments together, fortifying internal communication and cementing the interdependence of the various departments to ensure the ultimate organisation’s goal. Employees, particularly those at the frontline need to be sold on the vison and the mission and in the know of the goings on in the company so that they can feel valued and believe in the brand, in order to successfully sell it to customers. Appreciating the staff during this important week will go a long way in building a good brand as motivated staff are good brand ambassadors.

Appreciating external customers during ‘Customer Service Week,’ will help engage them and attract more customers while brand reputation, setting the organisation apart from competitors. When customers feel appreciated and valued they become brand ambassadors as they spread the word, making work easier for PR as the organisation develops a good reputation.

The value of PR investing in ‘Customer Service Week,’ cannot be overemphasized. It is the right time for PR in Malawi to consider the benefits of this week and how it helps PR and organisation goals. PR should include ‘Customer Service Week,’ budget in its annual OR budget to realise its full benefits.

Here is to celebrating ‘Customer Services Week’!

05/06/2023

03/04/2023

Applications for the close on April 16th.

https://www.canon-europe.com/get-involved/student-development-programme/

23/03/2022

Crisis Communication
Crises occur whether we like it or not. It is in these moments of crises, that our weaknesses are exposed, particularly our poor communication skills and strategies.
This is why it is important to have a crisis communication strategy. A crisis communication strategy envisages different kinds of scenarios and how to deal with them, in the event of a crisis. In setting scenarios, one is prepared for those eventualities.
Communicating a crisis
One of the most important steps in communicating a crisis, is acknowledgement. Once you have acknowledged that there is a problem, the next step is to communicate the facts. If you do not communicate, you become cannon fodder for the press.
Communicate what has happened and reassure stakeholders that the issue is being looked into and that there would be a resolution.
Crisis communication- what not to do: Roads Fund Administration case study
Recently, there were reports about corruption and how some employees were stealing money at tollgates. Media initially reported that about 25 million Kwacha had been stolen and that about 10 employees had been implicated.
Initially the RFA was not forthcoming with information as it said investigations were underway and they had no exact figures. After the story broke, they had to issue a ‘press release’ which stated that about 10 million Kwacha was stolen and six employees had been suspended.
From this crisis, here are lessons for Public Relations practitioners
Lesson 1: Be proactive
When a crisis hits, be the one to put out correct information to the media, using a ‘PRESS STATEMENT’. A press statement is released when there is a crisis and you need to set the record straight and is reactionary, whereas a press release is generally for providing new information or an update.
Lesson 2: Respond timeously
It is important to respond timeously with the correct information. This will minimize damage as the stakeholders will be reassured that the issue is being dealt with.
Lesson 2: Comment
When approached by the media for comment, respond with the correct information to avoid misinformation. If you refuse to comment, the media will run with what sources would have said.

To conclude, it is the duty of every Public Practitioner to have a crisis communication strategy. Call or email us today so we can help with crafting that all important strategy!
Email: [email protected] Call/whatsapp: +265995195374

22/03/2022

A year later, Lilongwe is growing, nothing has changed. We commemorate World Water Day and urge authorities to make potable water available for everyone!

A RevMedia podcast as the world commemorates World Water Day on 22 March. In Malawi, more than 3 million people have no access to water. The boreholes are not monitored biannually as per recommendatio

28/01/2022

Developing a communications strategy
As the world grapples with the Covid-19 and companies try to recover, some re-inventing the way they do business, there has never been greater need for a communications strategy than now.
The disruptions in communications over the past two years, calls for a new way of reaching out to old audiences and new ones. With almost everything having moved online, reaching wider audiences is now possible.
However, the world also seems to have forgotten that there is a certain audience that has no access to smartphones, particularly in our country. Malawi is one of those countries with a low mobile pe*******on rate. Smartphones, from which the majority of online actions occur, are still inaccessible to many, thereby leaving them disenfranchised.
Companies that will get ahead are those who are considering all their audiences as they come up with their communications strategies. The key is in determining the different audiences and packaging the message suitable for that particular audience.
After doing this, it is important to consider the channels that will be employed to effectively reach these audiences.
It is imperative to remember that communicating with audiences is not haphazard. It has to be properly and thoroughly planned. The importance of putting a strategy in place cannot be overemphasized. It is the only way to ensure that all audiences are adequately catered for to maximise engagement with the company, its products and services.
Now the question is, do you have what it takes to craft a communications strategy?
Do not be left in the lurch!
Call us today to schedule an appointment to determine your communication needs. With a glocal approach, we will help you from ideation to ex*****on, to ensure the message gets home!
Whatsapp or call +265995195374 today!