What does Customer Service mean for Aged Care, Community and Disability Services…
Having trained hundreds of staff in Aged
Care, Community and Disability Services since CDC was implemented in
2014, the hardest thing to hear was “I guess
we should start thinking about customer service”.
Although customer service is not new to these industries, the concept is. Meaning, all staff be it a maintenance worker, care staff member, manager, cleaner, nurse, director, finance manager, everyone at some stage, during their day is working with an internal or external stakeholder.
We have discovered that the problem is staff do not realise or acknowledge that they are already doing “customer service”. They think they are now being asked to add something extra to their already heavy case/workloads.
Customer Service is not just about the “service” component. It is about the whole experience. The whole culture of the organisation needs to reflect this. Regardless of the industry, Customer Service and creating a great experience every time is critical. Customer Service is the pillar of ensuring:
- you are continually building the business’ prosperity
- continual team engagement
- you minimise unnecessary complaints
- you are increasing business value in occupancy
- you are the provider of choice
Your choice based on your needs...
Thanks to increasing levels of systemic dysfunction and operational indifference, it is no longer difficult to stand out in a competitive market. Basic customer service principles are an easy way to show all your stakeholders that you care. We, however do not want you to only offer ‘basic’ customer service we want you to create and transform your customer service culture to ensure that the whole experience is great all the time for your residents, families, staff and the community.
I am super passionate about providing an customer experience, let me know if you or staff need training. It is about the whole experience not just the face to face service.
Yes I did draw these cartoons, enjoy ;-)
Erin x
Find the original blog and more information here
Although customer service is not new to these industries, the concept is. Meaning, all staff be it a maintenance worker, care staff member, manager, cleaner, nurse, director, finance manager, everyone at some stage, during their day is working with an internal or external stakeholder.
We have discovered that the problem is staff do not realise or acknowledge that they are already doing “customer service”. They think they are now being asked to add something extra to their already heavy case/workloads.
Customer Service is not just about the “service” component. It is about the whole experience. The whole culture of the organisation needs to reflect this. Regardless of the industry, Customer Service and creating a great experience every time is critical. Customer Service is the pillar of ensuring:
- you are continually building the business’ prosperity
- continual team engagement
- you minimise unnecessary complaints
- you are increasing business value in occupancy
- you are the provider of choice
Your choice based on your needs...
Thanks to increasing levels of systemic dysfunction and operational indifference, it is no longer difficult to stand out in a competitive market. Basic customer service principles are an easy way to show all your stakeholders that you care. We, however do not want you to only offer ‘basic’ customer service we want you to create and transform your customer service culture to ensure that the whole experience is great all the time for your residents, families, staff and the community.
I am super passionate about providing an customer experience, let me know if you or staff need training. It is about the whole experience not just the face to face service.
Yes I did draw these cartoons, enjoy ;-)
Erin x
Find the original blog and more information here
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