In addition to standing for public relations, the letters PR also stand for personal relations, or customer service. Customer service is a skill that is absolutely essential in the workplace. An organization's image depends on how its employees and volunteers deal with the public, and each person's perceptions and attitudes have a potential impact on the organization as a whole.

If a customer (i.e. potential student, parent, reporter or businessperson) communicates with only one individual, that person will most likely form an image of the organization based on that sole interaction. Therefore, every member of the team must be aware of the organization's mission, purpose and guidelines for customer service.

Know the Basics

Telephone Etiquette

• When employees answer the phone, make sure they identify themselves and the organization in the greeting.
• If the person who they need to speak to isn't available, make sure that the employee asks if they can be of assistance.
• If someone cannot answer the question being asked, tell him or her to admit it, then offer to have someone else speak to the person, and direct him or her promptly to that individual.
• At the very least, make sure employees take a message and make sure the message gets to the proper person upon their return.

Personal Service

• When someone visits the office, employees should be friendly, and assist the visitor as soon as possible.
• All employees should conduct themselves in a respectable manner when visitors are present, as they are representing the organization.

Nametags

Nametags are a helpful tool for communication, and an increasing number of organizations require their employees to wear them. Many groups choose to list just the employee's name, not their title. This communicates that everyone is a piece of the puzzle!

• Anyone visiting the building immediately knows that the wearer of the nametag is an employee of the organization, in case people have a question.
• Nametags are helpful in situations where employees are representing the organization, such as community meetings, business gatherings, special events, etc.