Long Term Care Customer Service Participant Workbook: Evidenced-based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone Working with the Elderly. Workbook edition

NOTE: PLEASE ALSO SEE THE INSTRUCTOR'S GUIDE. The Long Term Care Customer Service Improvement Program 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 The Customer Service Improvement Program provides consistent reinforcement of what's learned through dozens of 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 dozens of 15 minute learning modules you will learn the importance of: 1. Skillfully Resolving Intercultural Conflict 2. Employing Strategies for Handling Conflict 3. Asserting Yourself Respectfully 4. Identifying Your Conflict "Style" 5. Using Active Listening Skills Effectively 6. Overcoming Barriers to Listening and Understanding 7. Learning Why You Aren't Listening to Others 8. Developing Rapport with Different Personality Types 9. Managing Your Attitude 10. Avoiding "Rapport Killer" Words and Phrases 11. Tailoring Communication to Fit a Customer 12. Improving Customer Interactions 13. Managing Stress in a Long Term Care Facility 14. Relaxing with Visualization and Abdominal Breathing 15. Understanding Who the Customers in Your Facility Are 16. Communicating with Authority and Credibility 17. Demonstrating the Power of Friendliness and Approachability 18. Providing Excellent Customer Service at Mealtimes 19. Understanding The Costs of a Dissatisfied Customer 20. Identifying Customer Touch Points 21. Adhering to Your Facility's Dress Code 22. Reducing the Risk of Lawsuit 23. Placing Your Facility Above the Competition 24. Employing the Power of First Impressions 25. Understanding Customer Expectations 26. Building Relationships with Empathy and Compassion 27. Understanding Emotional Triggers 28. Creating Unforgettable Customer "Experiences" 29. Learning to Ask Questions Effectively 30. Employing Strategies to Manage Difficult Customers 31. Taking Effective Steps to Resolve Complaints ... And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool you can use to improve your skills and the lives of your residents.