No Complaints? Complaints And Quality Management

Produced

• 1994

Key Features

Available in 28 minute DVD or CD-ROM formats. The CD-ROM format is great for e-learning.

No Complaints? Complaints And Quality Management illustrates the vital link between customer satisfaction and total quality. The program shows practical techniques for preventing the same mistakes from occurring time and time again. It demonstrates that customer complaints are an invaluable source of information, if each is viewed as an opportunity to improve the effectiveness of people, products and process.

Click here to view a longer online preview of this program:
Complaints and Quality Management - longer online preview

Even the most successful organization will sometimes have complaints. Those that remain successful know how to handle complaints to the customer’s satisfaction, learn from them, and prevent them from recurring.

Learning Objectives:

• Investigate, don’t accuse
• Let staff find the solution
• Get departments to communicate
• Agree on goals and monitor progress

Support Materials: Leader's Guide

Suggested Uses:

• Problem solving
• Quality process
• Turning complaints into profit
• Listening to customer feedback

Video was released in 1994. CD-ROM was released in 1999.

Program includes:
DVD (28 mins)
Briefcase Booklet
Discussion Guide

 

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This product is available for sale in the US/Canada/Americas.

Related Items

No Complaints? Complaints and the Customer (video or CD-ROM)

Rude. Vindictive. Angry. Vengeful. If these terms describe the complaining customer, then it’s no wonder employees pass the buck to avoid dealing with them......