AIMS
To be able to provide good customer service
LEARNING OUTCOMES
By the end of this course you will:
- Understand what is meant by good customer service
- Know the importance of making a good first impression
- Understand the importance of complaints
- Understand the importance of evaluation and feedback
- Know ways to make people feel special
- Recognise how special events affect residents
- Recognise the expectations of residents
- Know how to meet the needs of residents
- Understand the principles of effective communication
- Recognise how the care home environment affects residents
LESSONS AND TOPICS
Customer Care in Care Homes
- Understand what is meant by good customer service
- Know the importance of making a good first impression
Evaluate and Feedback
- Understand the importance of evaluation and feedback
Special Events and Anniversaries
- Know ways to make people feel special
- Recognise how special events affect residents
Cost of Care
- Recognise the expectations of residents
Meeting Needs
- Know how to meet the needs of residents
Good Communication
- Understand the principles of effective communication
Environment
- Recognise how the care home environment affects residents
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