Customer Service Training
Why is customer service so important within the Aged Care Industry?
Choice Training Solutions recognises that customer service is integral to the success of your aged care facility. Customer Service is a fundamental to the day to day running’s of a facility, ensuring that the experience of the resident, their family and your staff is a positive one.
For staff within the aged care sector to embrace customer service, they need to understand the importance of it. Aged Care organisations that manage customer service effectively, develop a policy outlining their commitment, orientate their staff and train them according to this policy.
There are many standard “off the shelf” customer service training packages on the market.
Choice Training Solutions’ point of difference is that we understand the health/aged care industry and our trainer has many years experience working as a Manager/Director of Nursing in Aged Care facilities.
We tailor our customer service training to your needs and your particular organisation by:
- Spending time with you assessing your particular needs in terms of customer service training.
- Listening to your perception of why customer service could be improved in your organisation and your needs and wants in relation to this important aspect of your business.
- Reviewing staff satisfaction surveys, resident and resident representative surveys and continuous improvement data relating to complaints from poor customer service.
Our training is tailored to your specific requirements.
It may be a 50 minute customer service update training session.
In this session we identify the three key elements to good customer service.
1. Expand your definition of service:
How you as an organisation define service shapes every interaction you have with your customers. “Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction
2. Who are your customers?
We explore the types of customers you have in your organisation and the particular and varied needs they may have.
3. Develop a customer friendly approach:
We explore the concept that successful organisations have systems which promote customer friendly service. By “customer friendly” we mean viewing the customer as the most important part of your job. The cliché, “The customer is always right” is derived from this customer friendly environment.
We outline the fact that in your organisation, customer service is every ones business.
We assist your staff to develop skills whereby they are able to identify when the customer is not happy and are able to diffuse their dissatisfaction and reengage with them for a positive outcome.
In longer sessions (which may be a half or full day sessions) we review the above and explore customer service in greater detail.
We engage staff in role plays whereby they experience an incident of poor customer service and analyse and reflect upon their response and how they may have assisted in improving the interaction.
We examine the meaning and importance of empathy, genuineness, anger management, the concept that the customer is always right, appropriate boundary setting and dealing with their own emotions and stress management.
We relate our customer service training to your continuous improvement system and requirements of the accreditation standards.
All of our training sessions are evaluated at the end of each session and we provide you with this data.
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