Long Term Care Customer Service Participant Resource Guide: Evidenced-Based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone Working With the Elderly.

0 avg rating
( 0 ratings by Goodreads )
 
9781497358300: Long Term Care Customer Service Participant Resource Guide: Evidenced-Based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone Working With the Elderly.
View all copies of this ISBN edition:
 
 

Long Term Care Customer Service is designed to accelerate your skills and your resident's satisfaction. This course includes: · A systematic and simple method for improving customer service skills · Learning sessions as short as 15 minutes · Practical skills you can apply immediately to improve how you work with your colleagues and your residents “I have been GUSHING about your training to my peers. I enjoy the simplicity of it and the fact that it utilizes life skills not everyone seems to pick up along the way. I think it should be implemented at facilities everywhere.” Jamie Reynolds, LPN Mennonite Home Communities Pennsylvania Regional Committee Member, Person Centered Care Certified Dementia Trainer Long Term Care Customer Service provides consistent reinforcement of what's learned through role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America’s Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. Through careful study of the learning modules you will learn the importance of: 1. Skillfully Resolving Intercultural Conflict 2. Employing Strategies for Handling Conflict 3. Asserting Yourself Respectfully 4. Identifying Your Conflict "Style" 5. Using Active Listening Skills Effectively 6. Overcoming Barriers to Listening and Understanding 7. Learning Why You Aren't Listening to Others 8. Developing Rapport with Different Personality Types 9. Managing Your Attitude 10. Avoiding "Rapport Killer" Words and Phrases 11. Tailoring Communication to Fit a Customer 12. Improving Customer Interactions 13. Managing Stress in a Long Term Care Facility 14. Relaxing with Visualization and Abdominal Breathing 15. Identifying Who Are the Customers in Your Facility 16. Communicating with Authority and Credibility 17. Demonstrating the Power of Friendliness 18. Providing Excellent Customer Service at Mealtimes 19. Understanding The Impact of a Dissatisfied Customer 20. Identifying Customer Touchpoints 21. Adhering to Your Facility's Dress Code 22. Reducing the Risk of Lawsuit 23. Placing Your Facility Above the Competition 24. Employing the Power of First Impressions 25. Understanding Customer Expectations 26. Building Relationships with Empathy and Compassion 27. Understanding Emotional Triggers 28. Creating Unforgettable Customer "Experiences" 29. Learning to Ask Questions Effectively 30. Employing Strategies to Manage Difficult Customers 31. Taking Effective Steps to Resolve Complaints ...And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. Long Term Care Customer Service is an effective tool you can use to improve your skills and the lives of your residents.

"synopsis" may belong to another edition of this title.

About the Author:

Rob Anderson has been training and managing customer service organizations in both the public and private sectors for over 20 years. Bringing a fresh approach to customer service in Long Term Care, Rob has worked with facilities throughout the United States to develop easy-to-use training materials that improve the way frontline staff work with each other and with residents

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Anderson, Rob
Published by Createspace Independent Publishing Platform (2014)
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Quantity Available: > 20
Print on Demand
Seller:
Pbshop
(Wood Dale, IL, U.S.A.)
Rating
[?]

Book Description Createspace Independent Publishing Platform, 2014. PAP. Condition: New. New Book. Shipped from US within 10 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # IQ-9781497358300

More information about this seller | Contact this seller

Buy New
US$ 16.26
Convert Currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, Rates & Speeds

2.

anderson, rob
Published by CreateSpace Independent Publis (2018)
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Paperback Quantity Available: 18
Print on Demand
Seller:
Murray Media
(North Miami Beach, FL, U.S.A.)
Rating
[?]

Book Description CreateSpace Independent Publis, 2018. Paperback. Condition: New. Never used! This item is printed on demand. Seller Inventory # 1497358302

More information about this seller | Contact this seller

Buy New
US$ 19.51
Convert Currency

Add to Basket

Shipping: US$ 1.99
Within U.S.A.
Destination, Rates & Speeds

3.

Professor Rob Anderson
Published by Createspace Independent Publishing Platform (2014)
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Paperback Quantity Available: 10
Print on Demand
Seller:
Book Depository International
(London, United Kingdom)
Rating
[?]

Book Description Createspace Independent Publishing Platform, 2014. Paperback. Condition: New. Workbook. Language: English . Brand New Book ***** Print on Demand *****. Long Term Care Customer Service is designed to accelerate your skills and your resident s satisfaction. This course includes: -A systematic and simple method for improving customer service skills -Learning sessions as short as 15 minutes -Practical skills you can apply immediately to improve how you work with your colleagues and your residents I have been GUSHING about your training to my peers. I enjoy the simplicity of it and the fact that it utilizes life skills not everyone seems to pick up along the way. I think it should be implemented at facilities everywhere. Jamie Reynolds, LPN Mennonite Home Communities Pennsylvania Regional Committee Member, Person Centered Care Certified Dementia Trainer Long Term Care Customer Service provides consistent reinforcement of what s learned through role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America s Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. Through careful study of the learning modules you will learn the importance of: 1.Skillfully Resolving Intercultural Conflict 2.Employing Strategies for Handling Conflict 3.Asserting Yourself Respectfully 4.Identifying Your Conflict Style 5.Using Active Listening Skills Effectively 6.Overcoming Barriers to Listening and Understanding 7.Learning Why You Aren t Listening to Others 8.Developing Rapport with Different Personality Types 9.Managing Your Attitude 10.Avoiding Rapport Killer Words and Phrases 11.Tailoring Communication to Fit a Customer 12.Improving Customer Interactions 13.Managing Stress in a Long Term Care Facility 14.Relaxing with Visualization and Abdominal Breathing 15.Identifying Who Are the Customers in Your Facility 16.Communicating with Authority and Credibility 17.Demonstrating the Power of Friendliness 18.Providing Excellent Customer Service at Mealtimes 19.Understanding The Impact of a Dissatisfied Customer 20.Identifying Customer Touchpoints 21.Adhering to Your Facility s Dress Code 22.Reducing the Risk of Lawsuit 23.Placing Your Facility Above the Competition 24.Employing the Power of First Impressions 25.Understanding Customer Expectations 26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers 28.Creating Unforgettable Customer Experiences 29.Learning to Ask Questions Effectively 30.Employing Strategies to Manage Difficult Customers 31.Taking Effective Steps to Resolve Complaints .And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. Long Term Care Customer Service is an effective tool you can use to improve your skills and the lives of your residents. Seller Inventory # APC9781497358300

More information about this seller | Contact this seller

Buy New
US$ 22.25
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

4.

Professor Rob Anderson
Published by Createspace Independent Publishing Platform (2014)
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Paperback Quantity Available: 10
Print on Demand
Seller:
The Book Depository
(London, United Kingdom)
Rating
[?]

Book Description Createspace Independent Publishing Platform, 2014. Paperback. Condition: New. Workbook. Language: English . Brand New Book ***** Print on Demand *****.Long Term Care Customer Service is designed to accelerate your skills and your resident s satisfaction. This course includes: -A systematic and simple method for improving customer service skills -Learning sessions as short as 15 minutes -Practical skills you can apply immediately to improve how you work with your colleagues and your residents I have been GUSHING about your training to my peers. I enjoy the simplicity of it and the fact that it utilizes life skills not everyone seems to pick up along the way. I think it should be implemented at facilities everywhere. Jamie Reynolds, LPN Mennonite Home Communities Pennsylvania Regional Committee Member, Person Centered Care Certified Dementia Trainer Long Term Care Customer Service provides consistent reinforcement of what s learned through role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America s Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. Through careful study of the learning modules you will learn the importance of: 1.Skillfully Resolving Intercultural Conflict 2.Employing Strategies for Handling Conflict 3.Asserting Yourself Respectfully 4.Identifying Your Conflict Style 5.Using Active Listening Skills Effectively 6.Overcoming Barriers to Listening and Understanding 7.Learning Why You Aren t Listening to Others 8.Developing Rapport with Different Personality Types 9.Managing Your Attitude 10.Avoiding Rapport Killer Words and Phrases 11.Tailoring Communication to Fit a Customer 12.Improving Customer Interactions 13.Managing Stress in a Long Term Care Facility 14.Relaxing with Visualization and Abdominal Breathing 15.Identifying Who Are the Customers in Your Facility 16.Communicating with Authority and Credibility 17.Demonstrating the Power of Friendliness 18.Providing Excellent Customer Service at Mealtimes 19.Understanding The Impact of a Dissatisfied Customer 20.Identifying Customer Touchpoints 21.Adhering to Your Facility s Dress Code 22.Reducing the Risk of Lawsuit 23.Placing Your Facility Above the Competition 24.Employing the Power of First Impressions 25.Understanding Customer Expectations 26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers 28.Creating Unforgettable Customer Experiences 29.Learning to Ask Questions Effectively 30.Employing Strategies to Manage Difficult Customers 31.Taking Effective Steps to Resolve Complaints .And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. Long Term Care Customer Service is an effective tool you can use to improve your skills and the lives of your residents. Seller Inventory # APC9781497358300

More information about this seller | Contact this seller

Buy New
US$ 22.60
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

5.

Rob Anderson
Published by CreateSpace Independent Publishing Platform
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Paperback Quantity Available: > 20
Print on Demand
Seller:
BuySomeBooks
(Las Vegas, NV, U.S.A.)
Rating
[?]

Book Description CreateSpace Independent Publishing Platform. Paperback. Condition: New. This item is printed on demand. 126 pages. Dimensions: 11.0in. x 8.5in. x 0.3in.NOTE: PLEASE ALSO SEE THE INSTRUCTORS GUIDE. The Long Term Care Customer Service Improvement Program is designed to accelerate your skills and your residents satisfaction. This course includes: A systematic and simple method for improving customer service skills Learning sessions as short as 15 minutes Practical skills you can apply immediately to improve how you work with your colleagues and your residents The Customer Service Improvement Program provides consistent reinforcement of whats learned through dozens of role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in Americas Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. Through careful study of the dozens of 15 minute learning modules you will learn the importance of: 1. Skillfully Resolving Intercultural Conflict 2. Employing Strategies for Handling Conflict 3. Asserting Yourself Respectfully 4. Identifying Your Conflict Style 5. Using Active Listening Skills Effectively 6. Overcoming Barriers to Listening and Understanding 7. Learning Why You Arent Listening to Others 8. Developing Rapport with Different Personality Types 9. Managing Your Attitude 10. Avoiding Rapport Killer Words and Phrases 11. Tailoring Communication to Fit a Customer 12. Improving Customer Interactions 13. Managing Stress in a Long Term Care Facility 14. Relaxing with Visualization and Abdominal Breathing 15. Understanding Who the Customers in Your Facility Are 16. Communicating with Authority and Credibility 17. Demonstrating the Power of Friendliness and Approachability 18. Providing Excellent Customer Service at Mealtimes 19. Understanding The Costs of a Dissatisfied Customer 20. Identifying Customer Touch Points 21. Adhering to Your Facilitys Dress Code 22. Reducing the Risk of Lawsuit 23. Placing Your Facility Above the Competition 24. Employing the Power of First Impressions 25. Understanding Customer Expectations 26. Building Relationships with Empathy and Compassion 27. Understanding Emotional Triggers 28. Creating Unforgettable Customer Experiences 29. Learning to Ask Questions Effectively 30. Employing Strategies to Manage Difficult Customers 31. Taking Effective Steps to Resolve Complaints . . . And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool you can use to improve your skills and the lives of your residents. This item ships from La Vergne,TN. Paperback. Seller Inventory # 9781497358300

More information about this seller | Contact this seller

Buy New
US$ 28.28
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

6.

anderson, rob
Published by CreateSpace Independent Publishing Platform
ISBN 10: 1497358302 ISBN 13: 9781497358300
New PAPERBACK Quantity Available: > 20
Seller:
Russell Books
(Victoria, BC, Canada)
Rating
[?]

Book Description CreateSpace Independent Publishing Platform. PAPERBACK. Condition: New. 1497358302 Special order direct from the distributor. Seller Inventory # ING9781497358300

More information about this seller | Contact this seller

Buy New
US$ 22.44
Convert Currency

Add to Basket

Shipping: US$ 7.00
From Canada to U.S.A.
Destination, Rates & Speeds

7.

Anderson, Rob
Published by Createspace Independent Publishing Platform (2014)
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Quantity Available: > 20
Print on Demand
Seller:
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description Createspace Independent Publishing Platform, 2014. PAP. Condition: New. New Book. Delivered from our UK warehouse in 4 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # IQ-9781497358300

More information about this seller | Contact this seller

Buy New
US$ 18.58
Convert Currency

Add to Basket

Shipping: US$ 12.60
From United Kingdom to U.S.A.
Destination, Rates & Speeds

8.

rob anderson
Published by CreateSpace Independent Publishing Platform (2014)
ISBN 10: 1497358302 ISBN 13: 9781497358300
New Softcover Quantity Available: 1
Seller:
Irish Booksellers
(Portland, ME, U.S.A.)
Rating
[?]

Book Description CreateSpace Independent Publishing Platform, 2014. Condition: New. book. Seller Inventory # M1497358302

More information about this seller | Contact this seller

Buy New
US$ 36.32
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds