Customer service and service recovery workshopsFocused Facility Review (Facility based training)
Not all teams attending the training are able to transfer the training into action back at the facility. Turnover of leaders, open positions, responding to multiple priorities, or lack of leadership will all hinder implementation. This is a session designed for a facility leadership team, including nurse supervisors. It consists of a 3-hour workshop at the facility. In addition to the workshop, the team will spend about 1 hour of a "reality check" of observations and interviews out on the floor. The session culminates with a 1-hour planning session to identify priorities and a plan of action. Complaints and More Complaints
How do you get complaints from customers? Does the response differ if you use letters/surveys, response cards, or customer hotlines? Ron will cover practical information how to collect satisfaction information and establishing a database for quality improvement. Most importantly, he will cover customers who are hesitant to complain. This session will help you to identify the high-risk (high cost) complaint and how to take prompt action. Cool Customer Relations
Customer complaints often originate with front line staff. How can you provide staff with both the attitude and skills needed to respond appropriately to complaints? Ron presents a simple formula for staff to use when faced with an unsatisfied customer. It provides staff with a tool to evaluate whether their responses were proper. The session also covers the eight techniques to use in responding to the really angry customer. Customer Service Friendly - Getting Ahead of Complaints
Knowing how to respond to unsatisfied customers is important. Knowing how to prevent complaints is more important. Families are six times more likely to contact a lawyer because of rude or indifferent behavior and eight times more likely to tell others about their experiences. Ron will present examples of facility-wide customer service policies and how to establish department customer service standards. Get out of the Ruts
This workshop covers the most common patterns of behavior that staff fall into when dealing with difficult customers. Most of these are counter productive. Ron presents strategies on how to identify these behaviors, change them and produce more satisfied residents and family members.
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