The Long Term Care Customer Service Improvement Program is designed
to accelerate your staff's skills and your resident's satisfaction.
Your facility's benefits include: A systematic and simple method
for improving customer service skills Learning sessions as short as
15 minutes Practical skills your front line can apply immediately
to improve how staff work with each other and with your residents
Reduced risk of lawsuit Improved referrals to your facility
Increased QIS and Standard Survey scores It's been proven that
effective and consistent customer service training increases staff
satisfaction, reduces turnover, and improves your resident's
quality of care. This course is a time- and cost-effective means to
raise your facility's customer service standards. The Customer
Service Improvement Program provides consistent reinforcement of
what's learned through dozens of role plays and other learning
exercises, testing, repetition of the basic principles and
immediate application. The evidence-based curriculum is designed to
meet the objectives of key national long term care initiatives
including the Advancing Excellence in America's Nursing Homes
Campaign, Quality Assurance and Performance Improvement (QAPI), and
the AHCA Quality Initiative. While studying the seventeen 15-minute
learning modules your staff will learn the importance of:
1.Skillfully Resolving Intercultural Conflict 2.Employing
Strategies for Handling Conflict 3.Asserting Themselves
Respectfully 4.Identifying Their Conflict "Style" 5.Using Active
Listening Skills Effectively 6.Overcoming Barriers to Listening and
Understanding 7.Learning Why They Aren't Listening to Others
8.Developing Rapport with Different Personality Types 9.Managing
Their Attitude 10.Avoiding "Rapport Killer" Words and Phrases
11.Tailoring Communication to Fit a Customer 12.Improving Customer
Interactions 13.Managing Stress in a Long Term Care Facility
14.Relaxing with Visualization and Abdominal Breathing
15.Understanding Who the Customers in Your Facility Are
16.Communicating with Authority and Credibility 17.Demonstrating
the Power of Friendliness and Approachability 18.Providing
Excellent Customer Service at Mealtimes 19.Understanding The Costs
of a Dissatisfied Customer 20.Identifying Customer Touch Points
21.Adhering to Your Facility's Dress Code 22.Reducing the Risk of
Lawsuit 23.Placing Your Facility Above the Competition 24.Employing
the Power of First Impressions 25.Understanding Customer
Expectations 26.Building Relationships with Empathy and Compassion
27.Understanding Emotional Triggers 28.Creating Unforgettable
Customer "Experiences" 29.Learning to Ask Questions Effectively
30.Employing Strategies to Manage Difficult Customers 31.Taking
Effective Steps to Resolve Complaints ...And many other critical
skills Human beings are complex and our behavior consistently
misunderstood. To enhance how we work together takes time and
commitment. The Customer Service Improvement Program is an
effective tool your facility can employ to achieve continuous
quality improvement.
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