Managing Conflicts and Service Quality

In this chapter, we present inclusive housing management skills and social competencies in conflict resolution from the perspectives of symbolic interactionism and discuss the various dimensions of quality service for maintaining social cohesion and community integration. We highlight the importance of customer relationship management and quality service in building social bonds and meeting customer expectations. The important social skills of interviewing, mediation, complaint handling and conflict management are discussed in detail. Management problems and issues are identified for continuous improvement.