Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care Carol Marshall

ISBN: 9781601466297

Published: March 20th 2009

Paperback

260 pages


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Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care  by  Carol Marshall

Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care by Carol Marshall
March 20th 2009 | Paperback | PDF, EPUB, FB2, DjVu, audiobook, mp3, ZIP | 260 pages | ISBN: 9781601466297 | 3.16 Mb

Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care Carol Marshall, MAHow satisfied are your residents?One satisfied resident could equal thousands of dollars of income for your facility.If one resident has a positive and pleasant experience in your care, what could that mean for your business? They’ll tell their families and their families will tell their loved ones and friends.

Plus, your facility’s care is in the spotlight more than ever with the implementation of the five-star rating system.So isn’t it worth a few extra steps to ensure that your residents are happy and well taken care of? The importance of good customer service is often taken for granted. We say we strive for it and that it is important but what actions do we take to ensure it?Take action and boost your facility’s reputation in the community with Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care, a new HCPro book and CD-ROM designed to cultivate strong customer service skills in your long-term care nurses, frontline staff, and any other staff member who interacts with residents and families.Satisfied residents and families results in:A decreased chance of a lawsuitPositive word of mouth marketing which leads to increased revenueImproved working relationships with residents, families, staff, and the mediaAdd a dash of humor to your dayAuthor Carol Marshall, MA, offers a fun, innovative approach to learning that just can’t be compared.

Her quirky titles and humorous commentary give a fresh and enjoyable approach to customer service in the long-term care environment.Provide five-star customer service, and put your resident’s needs first.Satisfied Customers Seldom Sue breaks down the logic behind the newly released five-star rating system. The industry is still reeling from this new, publicized rating of nursing home care. With this essential resource you’ll understand the five-star nursing rating system and what it means to you and the public. This timely and trustworthy training manual helps you make sense of it all.At more than 250 pages, this “all in one” resource gives you:An entire chapter devoted to the five-star nursing home compare process.A breakdown of the relationship between interviewing skills and the MDS 3.0 with a strong emphasis of how customer service relates to the new assessment system.The ultimate “all in one” customer service resource that can be used and understood by everyone in the facility from CNAs to the laundry staff.Instant access to everything you need to conduct training.

Customize PowerPoint presentations, inservices, and templates to meet the unique needs of your organization.Bonus CD-ROM includedThe companion CD-ROM contains helpful tools and supplements that make training easy. Simply insert the disk for instant access to:Easy-to-use PowerPoint presentations to accompany Chapter 4 and Chapter 6. These presentations provide a hands on and interactive approach to learning.Eleven ready-to-use inservices that help you save time.

It’s easy to teach and evaluate your staff in providing good, quality customer service, when you have inservices that cover:ServiceHonestyAttitudeRespectBusiness cardsAppearancePutting family firstResident needsEstablishing rapportGiving customers what they wantInterdependencyA 16-page handbook called the Resident and Family Handbook. Simply print and hand out this tool to incoming families. It explains everything from the Medicare and Medicaid admission process to providing an explanation of each staff member’s role in the facility.

Admitting a loved one into a nursing home is stressful for families. Facilities can provide this handbook to new families and residents as part of a welcome kit to help ease the transition.Table of Contents:Chapter 1: Why Customer Service is the Key to SuccessIntroductionA Brief History of Customer ServiceWhy is Customer Service Important?How Customer Service Affects LitigationHow Consumers Measure Quality HealthcareThree Distinctions of QualityReputations Are EarnedHow to Demonstrate Quality Customer ServicePitfalls of the TourThe TourThe True PictureWhat Do You Need Hon?Give Customers What They WantChapter 2: MDS 3.0 Interviews and Customer ServiceCustomer Service Impact on the MDS 3.0Interviewing SkillsChapter 3: Making the Five-Star Rating on Nursing Home CompareEvery Facility Wants Five StarsState InspectionsResident InterviewsThe Family InterviewChapter 4: Families Aren’t Brussels Sprouts .

. . You Can’t Just Scrape Them Off Your PlateThe Impression of the Long-Term Care IndustryNew Versus OldFamilies and Facility ReputationsFamilies Are the Frontline CustomersInterdependency: Staff Depends on the Residents and Their FamiliesStaff Responsibility for ReputationTen Strategies for Building Successful Family PartnershipsSeven Signs of Families in ConflictInitiate ChangeDon’t Take it PersonallyIt Is Dangerous to Label OthersBroken PromisesThe Broken Promise and the FamilyProvide Support and Guidance to FamiliesKeys to Successful Admissions: Putting Your Best Foot ForwardA Good Idea to Help New FamiliesCustomer Service and the Care PlanChapter 5: The Difficult FamilyManaging the Difficult FamilyHow to Approach the Difficult FamilyThe Difficult HusbandHow Staff Can Make A DifferenceChapter 6: Train Staff Members to Provide Top-Notch Customer ServiceI Am Here For YouIntroducing SHARE To StaffThe SHARE Training GuideMake SHARE Part of the CultureServiceHonestyAttitudeRespectEthicsChapter 7: How to Measure Customer SatisfactionThe Survey Says .

. .The Welcome ComplaintHandling the ComplaintBegin the InvestigationFind the SolutionChapter 8: Is That the 60 Minutes Van in the Parking LotWhat the News Media Does to Get the StoryCrisis PlanCommunicationsEmployeesTen Steps to Managing A CrisisAppendix A: Resident and Family Handbook



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