Johnson County GERTI

Customer Service in Long-Term:
Putting the Pieces Together

(3 contact hours)

Course Objectives

● Identify customers in the workplace
● Describe communication skills
● Recognize personality styles and attitudes
● Describe methods for dealing with difficult customers
● Create a basic plan of action for customer service

Course Outline

PIECE #1 – PLAN
   ● Why Bother?
   ● Who is the Customer?
   ● How do We Serve?

PIECE #2 – PREPARE
   ● What do Customers Want?
   ● What about Difficult Customers?
   ● What are the Magic Words?
   ● Is Attitude a Choice?

PIECE #3 – PRACTICE
   ● Habits (Orientation to Evaluation)
   ● Vocabulary
   ● Recognition & Appreciation

PIECE #4 – PERSEVERE
● Evaluating the Process

Course Description

Providing good customer service is critical in healthcare. Unfortunately, we often fail to deliver. In Long Term Care, we face a challenging opportunity with customer service. This course will explore what our customers expect, how we can improve the satisfaction of our residents and families, and put those necessary “pieces” together.

Our customer service course is taught by instructors who work in long-term care and understand the daily challenges of working in a nursing home. We connect with your employees and work through those challenges to instill the importance of good customer service everyday.

Course Price:
$600 per facility for two (2) half-day sessions (one a.m. and one p.m.)
Facility may send as many employees as space will permit.

Click HERE for calendar.

Customer Service in Long-Term: Putting the Pieces Together

Course Objectives

Course Outline

Course Description

Course Price:

Customer Service in Long-Term:
Putting the Pieces Together