Enabling Choices

Customer Service

CUSTOMER SERVICE

Exceed expectations

Make meaningful connections

WOW

The Customer

Who Are Our “Customers”?

• Residents

Building Relationships

• Staff

• Families

• Visitors• Volunteers

• Suppliers

• MOH

What Every “Customer” Wants• 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

Building Relationships

Body Language

55%

Tone38%

Words7%

Communication• 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

Building Relationships

Customer Service Basics for New Admissions

• 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

Building Relationships

How Well Do You Listen?Answer Yes or No to the following Quiz:

1. I often interrupt a customer to interject what I need to say.

2. I anticipate what a customer is about to say and finish the statement.

3. During a conversation, I am easily distracted by what is happening around me.

4. During a conversation, I feel uncomfortable when I look at a customer for more than a few seconds.

Active Listening

How Well Do You Listen?5. I “tune-out” customers I don’t agree with.

6. I often focus on a customer’s clothes and hair instead of what he or she is saying.

7. I am turned off by a customer who uses words I don’t understand.

8. Sometimes I daydream while customers are talking to me.

9. Instead of listening to a customer, I find myself planning what I want to say.

10. I often pretend to be interested in what a customer is saying even when I’m not.

Source: Michael LeBoeuf

Common Customer IssuesWe Can Do Better!!

• “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”

Active Listening

What Do Our Customers Think We Most Need to Improve?

Open DiscussionGive Examples

Active Listening

What Do Our Customers Think We Do Best?

Open DiscussionGive Examples

Active Listening

DissatisfactionPyramid

Happy Customers

tell 1-3 people

Unhappy Customers

tell 8 people

Angry, Dissatisfied Customers

tell at least 20 people

How 1 complaint affects our reputation

Handling Complaints

How to Defuse Anger• Start by apologizing that your customers

feel the need to complain.

“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”

Defusing Phrases

Handling Complaints

Repairing Strained Relationships

• 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

Active Listening

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

Staff Customer ServiceKEY=Attitude & Communication

Fulfilspromises

Is honest & sincere

Is innovative

Is committed& enthusiastic

Treats peopleWith respect

Keeps people informed

Adding the WOW Factor

A Customer Service Oriented Employee:

Resident Centered Care

Working in partnership with the resident, staff and family, to respect and support the individual resident needs, preferences and values.

Promoting Independence,

Dignity and Quality of Life for

Each Individual

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 promote independence and growth regardless of age or limitations.

• A holistic approach to life by maintaining a healthy

balance of mind, body, and spirit .

• As part of the care team each person is responsible for promoting wellness: For themselves For the residents For co-workers For family members

Who Is Responsible?

Tips for All Staff to Promote Wellness

Smile

Offer appropriate forms of affection

Put on relaxing or age-appropriate music

Listen

Offer a 5 minute hand massage

Tips for All Staff to Promote Wellness

Dance or sing

Laugh out loudGet involved in programs

and theme days (hat day, hug day) Engage in conversation

• Decorate for all occasions

• Involve the families

Tips for All Staff to Promote Wellness

This is your job but it is their life

7 Dimensions of Wellness

Emotional

Intellectual

Social Physical

Spiritual

EnvironmentalVocational

BALANCE

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)

Spiritual Wellness

• Bereavement and counseling support• Organized religious sessions on calendar• Prayer

• 1:1 spiritual sessions• Partnerships with local spiritual and

religious affiliations

Physical Wellness

Dining

Proper positioning & seating

In-house team trained to provide supportive approaches to:

Transferring

Mobility

Best use of assistive devices

Maintaining dignity and independence

Exercise & Fitness Programs

Massage

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

Environmental Wellness

• Sensory stimulation rooms or mobile carts- SNOEZELEN

• Aromatherapy • Relaxation Areas

• Patios & Gardens

• Decrease Clutter

(Falls Prevention)

Social Wellness• Outings

• Large and small group

activities (cards, bingo)

• 1:1 interaction

• Resident’s council

• Social clubs, teas, coffee chat

• Newcomers Welcome Tea

Intellectual Wellness• Mind stimulation through:

Newspapers

ScrapbookingLibrary

Trivia

Volunteer Reading

Programs

Employee Wellness• Wellness Committee

• Healthy Eating

• Exercise

• Stress Management

• EFAP