Long Term Care Customer Service Instructor's Guide ― Evidenced-based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone Working With the Elderly

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 scoresIt'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 Conflict2. Employing Strategies for Handling Conflict3. Asserting Themselves Respectfully4. Identifying Their Conflict "Style"5. Using Active Listening Skills Effectively6. Overcoming Barriers to Listening and Understanding7. Learning Why They Aren't Listening to Others8. Developing Rapport with Different Personality Types9. Managing Their Attitude10. Avoiding "Rapport Killer" Words and Phrases11. Tailoring Communication to Fit a Customer12. Improving Customer Interactions13. Managing Stress in a Long Term Care Facility14. Relaxing with Visualization and Abdominal Breathing 15. Understanding Who the Customers in Your Facility Are16. Communicating with Authority and Credibility17. Demonstrating the Power of Friendliness and Approachability18. Providing Excellent Customer Service at Mealtimes19. Understanding The Costs of a Dissatisfied Customer20. Identifying Customer Touch Points21. Adhering to Your Facility's Dress Code22. Reducing the Risk of Lawsuit23. Placing Your Facility Above the Competition24. Employing the Power of First Impressions25. Understanding Customer Expectations26. Building Relationships with Empathy and Compassion 27. Understanding Emotional Triggers28. Creating Unforgettable Customer "Experiences"29. Learning to Ask Questions Effectively30. Employing Strategies to Manage Difficult Customers31. Taking Effective Steps to Resolve Complaints...And many other critical skillsHuman 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.