Who Can Plan PR When the Customers Can Talk Back - Essay Example

The company must have a PR plan to attend to the customer’s attempt to talk back. There may be a marketing or communications department that typically does the PR plan but it can be also done by other competent people in the company. It does not matter who exactly would plan the PR as long as the person who will do the PR plan knows what he or she is doing and that it is responsive to the customer’s needs.

The person who could plan the PR plan could be the PR manager or marketing manager. He or she probably has the best qualification for the job because PR after all is either a function of marketing or corporate communication. Or, if such a department does not exist (PR department), the company can appoint someone who is going to do the job. It is important to note that just because a PR department does not exist, a PR person that will address the customer will also be ignored. It is important to respond and address customers’ concerns once they talk back. It is important because customers are the lifeblood of the company, without them, the company will also not exist.

Of course,e one would become curious to ask about the person who would be appointed if a PR department does not exist. It is important to underscore here that customers can talk and when they talk back, it means they have something important to say. The PR function is not just to communicate, but also as a custom function. It comes to us then that the person who would be appointed to plan PR when customers can talk back should have a customer service background in addition to being a great communicator both in written and oral language. If possible, the person should be a customer service manager or supervisor who has years of experience so that the appointed person has both the training and experience to adequately plan the PR plan for the customer.

We have to cite caution here that if an unqualified and untrained person will be appointed to plan the PR plan when customers talk back just for the sake of having a PR person, it would become disastrous to the company. It is disastrous to the company because instead of responding adequately to the customers so that they will be satisfied, customers will instead be frustrated. After all,e the person they are trying to talk to does not know what to do. Read More