Delivering Excellent Customer Service in the Long‐Term ...
VolumeXXVI
DeliveringExcellent CustomerServiceinthe
Long-TermCare Environment
AVIDEOGUIDEFOREMPLOYING BREAKTHROUGHSINCAREGIVING
DeliveringExcellentCustomerServiceintheLong
TermCareEnvironment
Youmaynotconsideryourselfacustomerservicerepresentative?and you'reright.Butcaregiversinlong-termcaredoprovideaserviceto residents.Thoseresidentsnoticewhencaregiverstakeaninterestintheir well-being...orwhetherstaffisjustgoingthroughthemotions.Family membersnoticeittoo.Theyalsonoticearejuvenatedandengagedloved onewhentheycometovisit.Forcaregivers,excellentcustomerservice earnspraisefromsupervisorsandmakescaregivingeasierwhen residentsandtheirfamiliesaresatisfied. Thisfacilitator'sguidewillhelpyouplanforandconductsessionstohelp ensurethatyoumaximizethematerialinthisvideo.Consideryour facility'sprotocolfordeliveringcustomercare,andconsidertopicsto engageinmeaningfuldiscussionregardingcustomerservice. Thisprogramwillfocusonpracticalskillsindeliveringexcellentcustomer care.Wewilldescribewhatyoucandoandwhatyourcustomersexpect.
VIEWINGGUIDELINES
"DeliveringExcellentCustomerServiceintheLongTermCare Environment"isavideo-basedlearningprogram.Itsupportstheneeds andmotivationsofhealthcareprofessionalsandstaffthatprovide directresidentcare.Conductlearningsessionsfor:
? AllCNAs ? AllRNs ? AllnewlyhiredCNAsandRNs "DeliveringExcellentCustomerServiceintheLongTermCare Environment"canpositivelyinfluencecaregivingbyhelpingyou: ? Theimportanceofcustomerserviceinlong-termcare ? Whoyourcustomersareandwhattheyexpectfromyou ? Howtoconsistentlyprovidequalitycustomerservice ? Customerserviceconceptsspecifictolong-termcare
PROGRAMCONTENT
"DeliveringExcellentCustomerServiceintheLongTermCare Environment"isapracticaleducationaltool.Itdemonstratesimportant skillsnecessarytohelpcaregiversprovidecarefortheircustomers? residentsandtheirfamilies?andtoensureconsistentcustomer satisfaction.Filledwithpracticalinformationandusefulinstruction, thisvideoillustratesthestandardforexcellentcustomercare. Thisvideotrainingprovidesauniqueandinteractivelearning experience.Inadditiontothevaluablelearninginformationcontained hereandintheaccompanyingworkbook,thevideoin-serviceprovides opportunitiesforfacilitateddiscussiontohelpparticipantsunderstand howexcellentcustomercarecaninfluenceresidentqualityoflifeand makecaregivingmoreenjoyable.
SAMPLEGROUPSESSIONAGENDA
Usethefollowingsampleagendatostructureasessionfeaturing "DeliveringExcellentCustomerServiceintheLong-TermCare Environment." Lengthofvideotapedprogram:approximately25minutes Suggestedlengthofsession:1hourand40minutes(includinga10 minutebreak)
MATERIALSNEEDED
? Thisfacilitator'sguide ? The"DeliveringExcellentCustomerServiceintheLong-
TermCareEnvironment"videoprogram ? Optionalpaperandpencilsforparticipantnote-taking ? Optionalflipchartandmarkersforwritingkeyideas
Time 1min 2min 10min
SUGGESTEDSESSIONAGENDA
Content
Welcomethegrouptoyoursession.
Showfirstmoduleofvideoprogram:Introduction
INTRODUCEthe"DeliveringExcellentCustomerServicein theLongTermCareEnvironment"topicbyleadingthis discussion:
ASK:Whyiscustomerservicerelevanttotheworkwedo? Describeexamplesofwhenyoudelivercustomerservice? toresidents,totheirfamilies? ASK:Howoftendoyouexperiencechallengeswhen deliveringcustomerservice? Reviewthelearningobjectives--afterviewingthisprogram youwillbeableto: ? Theimportanceofcustomerserviceinlong-termcare ? Whoyourcustomersareandwhattheyexpectfromyou ? Howtoconsistentlyprovidequalitycustomerservice ? Customerserviceconceptsspecifictolong-termcare
ASK:Howaretheselearningobjectivesrelevantinyour facility? DISCUSSpriorknowledgeofcustomerserviceandwhy customerservicetrainingisappropriateinlongtermcare. Trytounderstandthegroup'spriorknowledgesoyoucan helpreinforcegoodpracticesandchangethosethatare incorrect.(Encouragediscussiontohelpuncoverstaff knowledge).Withthisbaseline,youcanbetterunderstand howtofocuslaterdiscussionandfollow-upexercises.You canalsorealizehowthelearningsessionshavehelpedto improvetraining.
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