Item Detail - Developing Excellent Customer Service Skills in LTC Settings

Developing Excellent Customer Service Skills in LTC Settings

Product Code: 424

Customer service is the foundation of client-centered care in long-term care. Raising the bar on customer service is critical to remaining competitive and it increases client and family satisfaction. Customer service is crucial with competing providers offering similar services. What distinguishes one provider from another may be the perception of friendly, caring, and attentive service.

Long-term care quality improvement has typically focused on the clinical aspects of care, however long-term care quality starts with people. The importance of training staff to provide friendly, caring, and attentive service cannot be over emphasized. If families perceive staff indifference or a lack of concern or caring, the provider may be at risk for complaints, or something worse.

Most employees want to do the right thing however, they don't know the essentials of top customer service. Any employee who has contact with clients has the potential to retain customers or chase them away.