Total Quality Management (TQM) in Public Relations & Customer Service

Course Category : Sustainability

A professional training programme focused on applying Total Quality Management principles to enhance public relations performance, improve customer experience, and establish a culture of organisational excellence.
Duration: 5 Days
Level: Advanced

Introduction

In today’s competitive environment, service quality and institutional relationships have become critical factors in strengthening corporate reputation, achieving customer satisfaction, and sustaining organisational competitiveness. Public relations and customer service are no longer limited to operational interaction; they now represent strategic functions for evaluating institutional performance and stakeholder engagement.
This course provides an integrated practical framework for understanding Total Quality Management and its applications in public relations and customer service. It focuses on performance standards, customer satisfaction measurement, continuous improvement practices, and building a quality-driven organisational culture..

Targeted Audience

Public Relations and Corporate Communication Managers
Customer Service and Customer Experience Managers
Quality and Organisational Excellence Officers
Administrative and Supervisory Leaders
Contact Center and Support Staff
Service Development and Continuous Improvement Teams
Complaint Management and Customer Satisfaction Teams
Quality and Institutional Excellence Consultants

Targeted Skills

Applying Total Quality Management Principles
Service Quality Standards Development
Customer Satisfaction Measurement and Analysis
Public Relations and Corporate Communication Enhancement
Complaint Management and Continuous Improvement
Building Organisational Excellence Culture
Customer Service KPI Management
Customer Experience and Loyalty Enhancement

Expected Outcomes

Understand Total Quality Management concepts within public relations and customer service environments.
Develop effective performance standards for improving service quality.
Measure and analyse customer satisfaction using professional tools and indicators.
Manage complaints and feedback through systematic approaches.
Apply continuous improvement methodologies to enhance customer experience.
Support the development of a quality-oriented organisational culture.

Training Topics Index

Evolution of Total Quality Management
Quality principles in service organisations
Relationship between quality and customer satisfaction
Leadership role in quality culture
Quality as a competitive advantage

Corporate communication quality standards
Corporate image and reputation management
Stakeholder relationship quality
Effective communication and expectation management
Measuring public relations performance

Service quality standards development
Customer satisfaction and experience measurement
Complaint management and problem resolution
Customer service KPIs
Customer loyalty enhancement strategies

Continuous improvement methodologies
Root cause analysis for service issues
Preventive quality management
Process and procedure enhancement
Change management and organisational improvement

Organisational performance measurement tools
Quality auditing and review
Building a quality-focused culture
Quality reporting and improvement planning
Sustaining excellence in customer service

Course Features

Updated and Interactive Content
Hypothetical Examples and Case Studies
Pre- and Post-assessments to Measure Impact
Verified Certificate with a QR Verification Code

Total Quality Management (TQM) in Public Relations & Customer Service