Delivering Excellent Customer Service in the Long-Term Care Environment
Producer: ElderCare Communications
Includes: Facilitator's guide.
 
Release Date: 2009
Item Code: EC/DED
Format: DVD
Running Time: 25 minutes

Delivering Excellent Customer Service in the Long-Term Care Environment

This new customer service program will equip staff with the basics of providing quality, customer-friendly care to residents, as well as, family members, and co-workers. It demonstrates quality caregiving by contrasting scenes of poor customer care with scenes of good customer care, and documents how much a caregiver’s personal appearance, attitude, and body language can (negatively or positively) impact how they are perceived by residents and family members.

This program includes:

  • The importance of customer service in long-term care
  • Who your “customers” are and what they expect from you
  • Customer service concepts specific to long-term care
  • “Telephone Etiquette” guidelines

An excellent training tool to boost awareness of what quality care is, and demonstrates how to apply it – on a consistent basis.

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