TQM for Public Relations and Customer Service Course

Name: TQM for Public Relations and Customer Service Training Course
Availability: InStock

Apply TQM tools to service standards, public communication, complaint evidence, root causes, corrective action, and continuous improvement.

TQM for Public Relations and Customer Service Course

At a glance

Duration: 5 days
Format: Classroom
Cities: Abu Dhabi, Vienna, Johannesburg, Paris, Munich, Montreux and more
Next session: 19 – 23 October 2026, Abu Dhabi
Average fee: 5,800 €

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TQM for Public Relations and Customer Service Training Course

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Overview

TQM for Public Relations and Customer Service Training Course is a five-day professional course for quality specialists, public relations staff, customer service managers, service owners, communications teams, and supervisors who leave with a Service Quality Improvement Plan. Participants translate customer requirements into standards, map service processes, select measures, analyze complaint data, identify root causes, plan corrective action, coordinate ownership, and manage continuous improvement across public-facing communication and service operations. Agile Leaders Training Center develops TQM for public relations and customer service.

Who Should Attend

Professionals responsible for service quality and improvement
Teams responsible for public relations and customer communication
Managers responsible for customer service standards and measures
Service owners responsible for processes and corrective action
Supervisors responsible for cross-functional improvement delivery

The course assumes participants manage service processes, communication, quality evidence, or improvement work and leaves out general TQM, generic service skills, public relations strategy, and satisfaction measurement as standalone subjects.

Departments and Industries

The course supports departments and industries where public-facing communication and customer service require defined standards, evidence, and coordinated improvement.

Quality and continuous-improvement functions
Public relations and corporate communication teams
Customer service and complaint-management units
Healthcare and hospitality service operations
Utilities and professional-service organizations

Learning Objectives

By the end of this course, participants will be able to:

Apply TQM principles to communication and service processes
Build customer-requirement and service-standard records
Analyze process flow, measures, and complaint evidence
Diagnose root causes with structured quality tools
Prioritize corrective and preventive improvement actions
Evaluate ownership, controls, and continuous-improvement results

Course Agenda

Day 1: TQM and Service Requirements

TQM Service Quality Principle Map
Customer Requirement Capture Matrix
Public Communication Quality Criteria
Service Standard Definition Sheet
Cross-Functional Quality Ownership Map

Day 2: Processes and Measures

Customer-Facing Process Flow Map
Service Blueprint and Visibility Lines
Quality Measure Selection Grid
Complaint and Feedback Data Register
Service Evidence Collection Plan

Day 3: Analysis and Root Causes

Complaint Pattern Classification Matrix
Five Whys Root-Cause Analysis
Fishbone Cause-and-Effect Diagram
Process Failure and Control Gap Review
Improvement Opportunity Priority Matrix

Day 4: Corrective Action and Improvement

Corrective Action Definition Record
Action Owner and Due-Date Control Board
PDCA Continuous-Improvement Cycle
Quality Review and Escalation Routine
Service Quality Improvement Plan

Day 5: TQM Service Improvement Practice

Exercise: Convert Customer Needs into Service Standards
Exercise: Map a Public-Facing Service Process
Exercise: Analyze Complaints and Diagnose Root Causes
Exercise: Define Corrective Action and Ownership
Capstone: Service Quality Improvement Plan

Practical Exercises

The course uses suggested activities drawn from customer service and public communication in healthcare, hospitality, utilities, and professional services.

Suggested activity: translate customer and stakeholder requirements into measurable service standards.
Suggested activity: map a service process and identify visible and backstage quality controls.
Suggested activity: classify complaint evidence and apply Five Whys and a fishbone diagram.
Suggested activity: define corrective action, assign ownership, and prepare an improvement review.

FAQs

Who suits TQM for public relations and customer service training, and what does it assume?

Quality specialists, public relations staff, service managers, communications teams, service owners, and supervisors suit the training; it assumes responsibility for service processes, communication, quality evidence, or improvement.

How does TQM for customer service differ from general customer service training?

TQM for customer service focuses on requirements, process maps, measures, complaint evidence, root causes, corrective action, ownership, and continuous improvement rather than interpersonal service behavior alone.

How can complaint data support TQM in customer service?

Complaint data supports TQM when teams classify recurring issues, verify evidence, locate process failures, diagnose root causes, prioritize action, and track whether changes improve service performance.

How is public relations included in TQM service quality?

Public relations is included through communication-quality criteria, consistent information, response processes, feedback evidence, ownership across teams, and corrective action for recurring communication failures.

What should a Service Quality Improvement Plan contain?

A Service Quality Improvement Plan should state the problem, evidence, root cause, target condition, corrective action, owner, control measure, review route, and learning for the next improvement cycle.

Conclusion

Participants take back a Service Quality Improvement Plan supported by requirement matrices, standards, process maps, service blueprints, quality measures, complaint registers, root-cause tools, corrective-action records, ownership boards, and review routines. It changes isolated service fixes into evidence-led improvement. The plan supports consistent communication, controlled service processes, accountable action, and continuous learning.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 61-74 of 74 events

Location	Dates	Duration	Mode	Price
New York	Week 32, 2027 9 – 13 August 2027	5 Days	Onsite	€12,000
Amman	Week 32, 2027 15 – 19 August 2027	5 Days	Onsite	€4,100
Amsterdam	Week 34, 2027 23 – 27 August 2027	5 Days	Onsite	€5,700
Tokyo	Week 35, 2027 30 August – 3 September 2027	5 Days	Onsite	€10,000
Chicago	Week 35, 2027 5 – 9 September 2027	5 Days	Onsite	€12,000
Bali	Week 36, 2027 12 – 16 September 2027	5 Days	Onsite	€5,700
London	Week 37, 2027 13 – 17 September 2027	5 Days	Onsite	€5,700
Istanbul	Week 38, 2027 20 – 24 September 2027	5 Days	Onsite	€4,500
Milan	Week 38, 2027 20 – 24 September 2027	5 Days	Onsite	€5,700
Lisbon	Week 39, 2027 27 September – 1 October 2027	5 Days	Onsite	€5,700
Dubai	Week 40, 2027 4 – 8 October 2027	5 Days	Onsite	€4,500
Seoul	Week 40, 2027 4 – 8 October 2027	5 Days	Onsite	€10,000
Rome	Week 41, 2027 11 – 15 October 2027	5 Days	Onsite	€5,700
Cape town	Week 41, 2027 17 – 21 October 2027	5 Days	Onsite	€4,500

Frequently asked questions

What does this course cover?

OverviewTQM for Public Relations and Customer Service Training Course is a five-day professional course for quality specialists, public relations staff, customer service managers, service owners, communications teams, and supervisors who leave with a Service Quality Improvement Plan. Participants translate customer requirements into standards, map service…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

TQM for Public Relations and Customer Service Course