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

Long Term Care Customer Service 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 “I have been GUSHING about your training to my peers. I enjoy the simplicity of it and the fact that it utilizes life skills not everyone seems to pick up along the way. I think it should be implemented at facilities everywhere.” Jamie Reynolds, LPN Mennonite Home Communities Pennsylvania Regional Committee Member, Person Centered Care Certified Dementia Trainer 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. Long Term Care Customer Service provides consistent reinforcement of what's learned through 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 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 Are the Customers in Your Facility 16. Communicating with Authority and Credibility 17. Demonstrating the Power of Friendliness 18. Providing Excellent Customer Service at Mealtimes 19. Understanding The Impact 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. Long Term Care Customer Service is an effective tool your facility can employ to achieve continuous quality improvement.

Rob Anderson has been training and managing customer service organizations in both the public and private sectors for over 20 years. Bringing a fresh approach to customer service in Long Term Care, Rob has worked with facilities throughout the United States to develop easy-to-use training materials that improve the way frontline staff work with each other and with residents