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Article: Customer Service and PR: Separate Fields, Shared Goal.
- Article from:
- PR News
- Article date:
- May 7, 2001
CopyrightCOPYRIGHT 2001 Access Intelligence, LLC. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Customer service managers sometimes look at Dave Radanovich like he has two heads, but that's all part of teaching them the importance of effective communications. Columbia Gas's vice president for communications plays the role of enterprising reporter in crisis-scenario training with his call center personnel. They wonder out loud why he asks so many darn questions and why he so doggedly persists. "They have to understand why [PR people] are as thorough as they are," says Radanovich.
It's all part of Radanovich's plan to better integrate PR and customer service, and educate service reps on how communicating the wrong facts can have dire, if not explosive, ...