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Enabling Choices

Enabling Choices. Customer Service. CUSTOMER SERVICE. WOW The Customer. Exceed expectations Make meaningful connections. Who Are Our “Customers”?. Building Relationships. Staff. Residents. Families. Volunteers. Visitors. Suppliers. MOH. What Every “Customer” Wants.

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Enabling Choices

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  1. Enabling Choices

  2. Customer Service

  3. CUSTOMER SERVICE WOW The Customer Exceed expectations Make meaningful connections

  4. Who Are Our “Customers”? Building Relationships • Staff • Residents • Families • Volunteers • Visitors • Suppliers • MOH

  5. What Every “Customer” Wants Building Relationships • Recognition • Helpful Service, but not pressured • Your full attention • To get information, without judgment • To be treated as an individual • Appreciation • Satisfaction Building a Lasting Relationship with Residents, Families, Staff

  6. Communication Building Relationships • Customers rely on your body language and tone of voice in face to face conversations. It’s not what you say … but how you say it

  7. Customer Service Basics for New Admissions Building Relationships • A pleasant, friendly greeting • A positive and helpful attitude • A professional and accurate sharing of information • A quick resolution to problems • A sincere thank you for their business 68% of unhappy customers are dissatisfied with an attitude of indifference by an employee

  8. How Well Do You Listen?Answer Yes or No to the following Quiz: Active Listening • I often interrupt a customer to interject what I need to say. • I anticipate what a customer is about to say and finish the statement. • During a conversation, I am easily distracted by what is happening around me. • During a conversation, I feel uncomfortable when I look at a customer for more than a few seconds.

  9. How Well Do You Listen? • I “tune-out” customers I don’t agree with. • I often focus on a customer’s clothes and hair instead of what he or she is saying. • I am turned off by a customer who uses words I don’t understand. • Sometimes I daydream while customers are talking to me. • Instead of listening to a customer, I find myself planning what I want to say. • I often pretend to be interested in what a customer is saying even when I’m not.Source: Michael LeBoeuf

  10. Common Customer IssuesWe Can Do Better!! Active Listening • “No one answers the phone – are they also too busy to care for my parent?” • “No one is paying attention to the ‘little things’ that make such a difference” • “I don’t know who to talk with about my concern” OR “Nobody seems to have an answer” • “They promised they would look after this issue but it keeps happening” • “Things seem chaotic, rushed & disorganized”

  11. What Do Our Customers Think We Most Need to Improve? Active Listening Open Discussion Give Examples

  12. What Do Our Customers Think We Do Best? Active Listening Open Discussion Give Examples

  13. DissatisfactionPyramid Handling Complaints How 1 complaint affects our reputation Happy Customers tell 1-3 people Unhappy Customers tell 8 people Angry, Dissatisfied Customers tell at least 20 people

  14. How to Defuse Anger Handling Complaints • Start by apologizing that your customers feel the need to complain. Defusing Phrases “I understand how frustrating this must be” “I can see why you’re so angry” “I’m sorry you feel we’ve let you down” “Let’s see what we can do to fix this problem”

  15. Repairing Strained Relationships Active Listening • Let Customer Vent • Stay Calm • Listen Actively • Empathize with “Customer” • Apologize • Find a Solution that Satisfies • Follow up to ensure satisfaction • Communicate solution to others • Document issue and solution View Complaints as Opportunities

  16. Customer Service TIPSAdding the “WOW” Factor • Answer phone in 3 rings –Avoid voice mail • Friendly voice - slow, clear • Eye contact - Smile • Use simple words • Offer choices • Remain calm • Apologize if wrong • Follow up on promises • WOW the Customer – Exceed their expectations • Be an “Ambassador” for our Home

  17. Fulfils promises Treats people With respect Is committed & enthusiastic Is honest & sincere Keeps people informed Is innovative Staff Customer ServiceKEY=Attitude & Communication Adding the WOW Factor A Customer Service Oriented Employee:

  18. Resident Centered Care Choices for Residents Working in partnership with the resident, staff and family, to respect and support the individual resident needs, preferences and values.

  19. Wellness Promoting Independence, Dignity and Quality of Life for Each Individual

  20. What is Wellness? • Healthy lifestyle choices that optimize the abilities, growth and overall well-being of an individual. • Sensitivity to each individual’s culture, values and experiences. • The opportunity to make choices that promoteindependence and growth regardless of age or limitations. • A holistic approach to life by maintaining a healthy balance of mind, body, and spirit .

  21. Who Is Responsible? • As part of the care team each person is responsible for promoting wellness: • For themselves • For the residents • For co-workers • For family members

  22. Smile Listen Put on relaxing or age-appropriate music Offer a 5 minute hand massage Offer appropriate forms of affection Tips for All Staff to Promote Wellness

  23. Dance or sing Laugh out loud • Decorate for all occasions • Involve the families Tips for All Staff to Promote Wellness Get involved in programs and theme days (hat day, hug day) Engage in conversation Make work FUN

  24. Tips for All Staff to Promote Wellness REMEMBER This is your job but it is their life

  25. Emotional Intellectual Spiritual BALANCE Social Physical Environmental Vocational 7 Dimensions of Wellness

  26. Emotional Wellness • Touch therapy • Writing • Bereavement • Memory boxes, photo albums, home video • Relationship development • Dancing • Mood music • 1:1 interactions • Humour (joke of the day)

  27. Spiritual Wellness • Bereavement and counseling support • Organized religious sessions on calendar • Prayer • 1:1 spiritual sessions • Partnerships with local spiritual and religious affiliations

  28. Dining Proper positioning & seating Massage Mobility Physical Wellness • In-house team trained to provide supportive approaches to: Maintaining dignity and independence Exercise & Fitness Programs Transferring Best use of assistive devices

  29. Vocational Wellness • Simulated Job Activities • Folding towels, setting the table, assisting with cleaning, minor maintenance repairs, stuffing envelopes, watering plants, tuck shop • Activities related to past Jobs, Hobbies, & Volunteer Work • Woodworking shops, horticulture therapy, art therapy, playing instruments, singing, knitting, teaching, baking, leading prayers

  30. Sensory stimulation rooms or mobile carts- SNOEZELEN Aromatherapy Relaxation Areas Patios & Gardens Decrease Clutter (Falls Prevention) Environmental Wellness

  31. Social Wellness • Outings • Large and small group activities (cards, bingo) • 1:1 interaction • Resident’s council • Social clubs, teas, coffee chat • Newcomers Welcome Tea

  32. Scrapbooking Library Newspapers Intellectual Wellness • Mind stimulation through: Trivia • Volunteer Reading • Programs

  33. Wellness Committee Healthy Eating Exercise Stress Management EFAP Employee Wellness

  34. Questions

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