Making the commitment


Posted on July 27th, by editor in Caring Times. No Comments

In the last instalment, I examined how training plays a large role in the success of customer service efforts in a long-term care community. The next step is committing to the value learned in training. We can list basic laws related to driving a car, but unless drivers are committed to stopping at red lights and following traffic rules, the adverse results are accidents and worse. The same logic applies to long term care – the last thing operators want is a wayward employee “crashing” their customer service initiatives. Employees ultimately lead customer service to success or failure because they interact everyday with customers, residents, families, referral sources, volunteers, and vendors. A manager’s challenge is to foster their commitment to customer service. A mission statement is a good place to start building employee buy-in. *Customer service mission statements* Creating a mission statement is a forum to state the community’s customer service principles. The most important part of the process is to





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