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Customer Service in Long-Term Care

Making It World Class

Patients in long-term care may be there willingly, or they may be confused and upset by what is happening to them. Reassuring these patients and making them comfortable can take a little extra effort. In long-term care, patient satisfaction stems from deliberate actions your staff can take to identify and satisfy the expectations of patients and their families. By following simple rules, caregivers and staff put patients at ease and find more fulfillment in their jobs.

  • Teaches staff how to provide the best service in long-term care
  • Shows skills for reassurance and overcoming patient anxiety
  • Helps the facility maintain a reputation for service

This product does not have:
  • Sample Training Guide
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Customer Service in Long-Term Care: Making It World Class

Run time: 19 Minutes

The biggest difference between a good long-term care provider and a truly great one is World Class Customer Service. Workers in all areas of long-term care have busy and often hectic work lives. Even so, they must all work consciously to incorporate great service into every aspect of the patient experience. Caregivers who provide exceptional customer care understand that doing so requires attention to personal details, providing residents and their families with a sense of dignity and trust. And, developing a culture of caring and service is central to an organization's goal of providing great service.

Customer Service in Long-Term Care: Making It World Class teaches all staff how to pay special attention to details of the residents' lives -- a combination of professionalism and personal attention. The program focuses on 10 important rules that help workers develop the skills and knowledge necessary to provide this kind of service:
1. Smile and Be Happy - Develop a cheerful and warm demeanor.
2. Put Yourself in Their Shoes - Cultivate an empathetic approach.
3. Be Positive and Proactive - Be proactive and anticipate issues with a solution.
4. Listen, Really Listen - Listen earnestly and acknowledge their concerns.
5. Manners, Manners, Manners - A polite demeanor can diffuse emotional situations.
6. Have an Attitude of Gratitude - Showing genuine thankfulness
7. Feel the Need to Exceed - By going the extra mile for them.
8. It's All About Feelings - Address the problem and the feelings associated with it.
9. Take Care of Each Other - Provide support and encouragement to your co-workers.
10. Be Passionate - Be fully engaged in what you are doing.

Through training with this program, your staff will be able to:
  • Anticipate the residents' needs
  • Minimize problems
  • Speak and listen effectively
  • Follow-up effectively
  • Handle complaints successfully
  • Be caring, conscientious, team-oriented and pro-active

A Coastal/Dupont Title


  • DVD with English and Spanish Versions
  • Leader's Guide on the DV-ROM


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Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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