Now Public Relations Actually Relates with the Public

I was thinking yesterday about some of the calls I used to take when I worked in corporate communications for a national retailer.  Most of the time when my phone rang, a reporter was on the other end.  Every so often, however, a customer with a complaint would call.  Customer complaints weren’t really my department, but I would listen and try to help if I could.  Quite often, I would have to transfer them to customer support.  At times, this caused the customer to become irritated.  I would calmly tell them that I worked in public relations, and I needed to send them to someone who could more effectively handle customer issues.  On more than one occasion, this led to the customer to say something along the lines of, “You’re in public relations, and I’m a member of the pubic … why can’t you handle my problem?”

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