The Long Term Care Customer Service Improvement Program is designed
to accelerate your skills and your resident's satisfaction. This
course includes: A systematic and simple method for improving
customer service skills Learning sessions as short as 15 minutes
Practical skills you can apply immediately to improve how you work
with your colleagues and your residents 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. Through careful study of the dozens of 15 minute
learning modules you will learn the importance of: 1.Skillfully
Resolving Intercultural Conflict 2.Employing Strategies for
Handling Conflict 3.Asserting Yourself Respectfully 4.Identifying
Your Conflict "Style" 5.Using Active Listening Skills Effectively
6.Overcoming Barriers to Listening and Understanding 7.Learning Why
You Aren't Listening to Others 8.Developing Rapport with Different
Personality Types 9.Managing Your 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 you can use to improve
your skills and the lives of your residents.
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