Risk Management through Exceptional Customer Service:A complete training program
- Your Price: $199.00
- Add to Cart
Product Description:
Did you know that 91% of all claims against long-term care facilities are filed by disgruntled sons and daughters of residents?
That fact makes it critical for all nursing homes and assisted living facilities to build a strong working relationship with residents and families to reduce the risk of lawsuits.
We can show you how with the comprehensive new program, Risk Management through Exceptional Customer Service: A complete training program!
It's more important than ever for long-term care facilities to create trusting partnerships with residents and families to help protect against lawsuits. Now couldn't be a better time to focus on providing exceptional customer service to help protect your facility given the flood of lawsuits that has reached crisis proportions for the entire long-term care industry.
Risk Management through Exceptional Customer Service: A complete training program can help you avoid the mess of claims and lawsuits by ensuring that all residents and their families receive excellent customer service. With this program, the leadership of nursing homes and assisted living facilities will
- understand the importance of customer service
- reduce the risk of litigation and enhance their facility's reputation
- build positive working relationships with residents and families
- learn the eight-step plan to deal with difficult family members
- train staff to provide top-notch customer service
- know the ways to measure customer satisfaction
The best thing about this program is that it provides training materials for everyone in your facility, from the administrator and nursing director, to all the frontline staff. We give you all the tools you need to train staff to provide exceptional customer service which will set your facility apart from the competition.
The program consists of the following components:
Risk Management through Exceptional Customer Service: A training guide for long-term care managers
This book is the centerpiece of the training program and provides managers of nursing homes and assisted living facilities with the information they need to know about providing great customer service. The book outlines an easy way to make a facility stand out from the competition when it comes to how it treats its customers. The method is called SHARE and stands for the following: Service Honesty Attitude Respect Ethics
An accompanying CD-ROM contains a PowerPoint presentation for staff training that can be customized for any facility, along with a quiz, certificate of completion, and handouts for training sessions.
Training Handbooks, Risk Management through Exceptional Customer Service: A staff training handbook for long-term care (10 copies).
These concise new handbooks train licensed, frontline, and other staff on how to satisfy residents, families, and everyone else who walks through your facility's doors. At just 16 pages, the handbooks are also a great handout after an inservice training session, as well as a quick reference.
Buttons (10) with the SHARE customer service logo, which can be worn to show your staff's commitment to exceptional customer service and to promote the program to residents and their families.
Laminated cheat sheets (10) which give staff members quick tips on good interpersonal skills they can practice to help take the sting out of a resident's or family's anger, frustration, or fear. Staff can benefit from these fast techniques for active listening, problem solving, and conveying the genuine message that they care.
Posters (3) with the SHARE logo that display your facility's commitment to the values of service, honesty, good attitude, respect, and ethics.
About the author
Carol Marshall, MA, is a regulatory specialist with OmniSure Consulting Group, Inc., a division of U.S. Risk Insurance Group, Inc., based in Dallas. For the past 15 years, she has trained managers and staff members in long-term care facilities across the country about the benefits of exceptional customer service. She has conducted training programs at numerous state conferences, professional groups, and in individual facilities. Her areas of expertise include risk management, quality assurance and performance improvement, program development, and training. She holds a master's degree in speech pathology and has more than 15 years experience in long-term care management and consulting.
Need additional parts? If you need larger quantities of the components offered in the training program, either to give out to all staff members or have on hand for new employees, you're in luck. We sell additional replacement parts separately:
Book with CD/ROM: $129 per copy
Handbooks: 10 for $49
Laminated Cheat Sheets: 50 for $49
Buttons: 50 for $49
Posters: 3 for $15
Additional shipping charges apply.
For large or custom orders, please feel free to call customer service at 800/650-6787 to speak with a representative.
Don't wait until you're due in court--learn how to recognize risk and prevent a potential lawsuit before it happens. Order RISK MANAGEMENT THROUGH CUSTOMER SERVICE: A COMPLETE TRAINING PROGRAM today and make customer service your number one priority.
Product Types : Departments :
