The value of good customer service cannot be underestimated.  Employing quality customer service is vital to developing trust between the facility team, the residents and their families. The dictionary defines customer service as “the assistance and advice provided by a company to those people who buy or use it products and services.”

What does good customer service entail?

For starters, communication is key. Effective communication methods help build and create trust between the facility team, the resident and their families which can lead to better teamwork and more positive outcomes.

However, communication is only part of good customer service. The actions that follow can make or break the customer service experience.Attitudes, values, and experiences all play a role in how the team interacts with residents and families and how they perceive what is good or poor. Residents and their families expect good, competent and quality care.  Does the facility exemplify this? Here are just a few questions that should be reflected upon and asked of your facility:

• Are staff polite in their exchanges to each other and to those they encounter?
• Do they go out of their way to make residents feel at home?
• Do they dress and act professionally?
• Is teamwork embodied throughout the facility?
• Are they willing to take responsibility to help out if a complaint is voiced?

The Gold Standards Program

The Compliance Store recognizes the importance of good and effective customer service within the long-term care setting and is able to assist with training aids to guide your facility in the “Gold Standards.” The Gold Standards Program provides straightforward examples of creating every day opportunities for positive interactions with residents, family members and staff, to establish shared expectations and mutual respect.

To learn more about The Compliance Store and available training materials, contact us online or call us at 877-582-7347.