A one-day course.

Topics covered:

• Quality v Total Quality v. Acceptable Quality
• The Quality Mushroom and its affect on complaints
• Characteristics of quality organisations
• The costs of complaints
• Service standards
• How to handle the complainant:
  • Open and closed questions
  • Mirroring
  • Body language
  • Do not say …
  • Do say …
• Complaint procedures
• Communicate the message well
• Complaint analysis
• Root causes
• Explosive and constructive conflicts
• Beliefs that lead to Impasses
• Beliefs that lead to win / win resolutions
• Types of conflict
• Factors affecting client relationships
• Problem solving techniques
• -fishbone analysis
• -force-field analysis
• -brainstorming
• Quality improvement
• Monitoring customer service

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