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

Comments are closed.

Latest blog posts

The NHS and all that jazz

By Caring Times editor GEOFF HODGSON

Last week the National Health Service marked its 70th anniversary. The irony is that, when this all too human institution...

The bland leaving the bland?

By guest blogger JEF SMITH

The headline for an interview which Sir David Behan, the Care Quality Commission’s departing chief executive, gave to The Guardian...

IT comes to CQC

By guest blogger JOHN BURTON

This month, IT is coming to CQC in person. David Behan is leaving, and DB’s replacement is IT, Ian Trenholm...