Long Term Care Customer Service Participant Resource Guide: Evidenced-Based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone (Paperback) (ISBN-13: 9781497358300)

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Long Term Care Customer Service is designed to accelerate your skills and your resident's satisfaction. This course includes: -A systematic and simple method for improving customer service skills-Learning sessions as short as 15 minutes -Practical skills you can apply immediately to improve how you work with your colleagues and your residents"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, LPNMennonite Home CommunitiesPennsylvania Regional Committee Member, Person Centered CareCertified Dementia TrainerLong 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.Through careful study of the learning modules you will learn the importance of:1.Skillfully Resolving Intercultural Conflict2.Employing Strategies for Handling Conflict3.Asserting Yourself Respectfully4.Identifying Your Conflict "Style"5.Using Active Listening Skills Effectively6.Overcoming Barriers to Listening and Understanding7.Learning Why You Aren't Listening to Others8.Developing Rapport with Different Personality Types9.Managing Your Attitude10.Avoiding "Rapport Killer" Words and Phrases11.Tailoring Communication to Fit a Customer12.Improving Customer Interactions13.Managing Stress in a Long Term Care Facility14.Relaxing with Visualization and Abdominal Breathing 15.Identifying Who Are the Customers in Your Facility 16.Communicating with Authority and Credibility17.Demonstrating the Power of Friendliness 18.Providing Excellent Customer Service at Mealtimes19.Understanding The Impact of a Dissatisfied Customer20.Identifying Customer Touchpoints21.Adhering to Your Facility's Dress Code22.Reducing the Risk of Lawsuit23.Placing Your Facility Above the Competition24.Employing the Power of First Impressions25.Understanding Customer Expectations26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers28.Creating Unforgettable Customer "Experiences"29.Learning to Ask Questions Effectively30.Employing Strategies to Manage Difficult Customers31.Taking Effective Steps to Resolve Complaints...And many other critical skillsHuman 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 you can use to improve your skills and the lives of your residents.