Long-Term Care - 8 Rules for Customer Service
Good customer service is all about sending the customer away happy, knowing they will come back and that they will tell others of their good experience. Thus, opening the door to new customers. Sounds simple! How do we do it?
1. Answer the phone.
People want to talk to a live person when they have health issues or are checking on the staus of a loved one's health. They assume if you do not care enough to pick up the phone you certainly do not care about them. Worse still, they believe you are as understaffed as you have heard the staff mention on more than one occasion and now you know care is lacking!
2. Never make promises unless you know you can keep them.
Trust and reliability is everything when serving seniors. If you "promise to be back in 15 minutes", you had better set an alarm or something and get there. You are being timed and somehow they know when it is 17 minutes rather than 15 minutes.
3. Listen
No one likes to be blown off or worse have to repeat themselves many times over. Show that you are listening by giving appropriate responses, ask for clarification when needed or recap what has been said.
4. Deal with complaints.
Pleasing customers is our business. No one likes to hear complaints but use them constructively. never shrug it off with the attitude, "you can't please everyone". We are employed to try to please.
5. Be helpful - even when there is nothing in it for you
The other day I broke the clasp on my necklace. I went into the jewlery store and the clerk said, "no problem, I have one in the back just like it." It took him only seconds to repair and to my surprise he said there was no charge. Where do you think I will go for my next jewlery purchase?
6. Train staff to be helpful, courteous and knowledgeable
Make customer service a part of orientation and annual training. Empathy training is a powerful tool when caring for people. It feels very different to walk in the customers shoes.
7. Take extra steps
When your resident says, "where is my sweater?" Do not just reply, "over there" ; get up and provide them with the sweater.
8. Throw in something extra.
A small thing can be so meaningful and important. It is many small things over time that are remembered as acts of kindness and generosity. You told me yesterday how much you love DQ cones so I stopped and brought you one.
If you apply these 8 steps you'll be on track for good customet service. Ecumen Consulting can help with your educational needs and provide empathy training.
0 Comments
Name and email are required. We promise not to share your email address with anyone.