{"product_id":"9780310344575","title":"Suffer Strong: How to Survive Anything by Redefining Everything","description":"Long Term Care Customer Service is designed to accelerate your staff's skills and your resident's satisfaction.\u003cp\u003eYour facility's benefits include:\u003cbr\u003e• A systematic and simple method for improving customer service skills\u003cbr\u003e• Learning sessions as short as 15 minutes \u003cbr\u003e• Practical skills your front line can apply immediately to improve how staff work with each other and with your residents\u003cbr\u003e• Reduced risk of lawsuit\u003cbr\u003e• Improved referrals to your facility\u003cbr\u003e• Increased QIS and Standard Survey scores\u003c\/p\u003e\u003cp\u003e\"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.\"\u003cbr\u003eJamie Reynolds, LPN\u003cbr\u003eMennonite Home Communities\u003cbr\u003ePennsylvania Regional Committee Member, Person Centered Care\u003cbr\u003eCertified Dementia Trainer\u003c\/p\u003e\u003cp\u003eIt's been proven that effective and consistent customer service training increases staff satisfaction, reduces turnover, and improves your resident's quality of care. This course is a time- and cost-effective means to raise your facility's customer service standards. \u003c\/p\u003e\u003cp\u003eLong 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.\u003c\/p\u003e\u003cp\u003eThe 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.\u003c\/p\u003e\u003cp\u003eWhile studying the learning modules your staff will learn the importance of:\u003cbr\u003e1. Skillfully Resolving Intercultural Conflict\u003cbr\u003e2. Employing Strategies for Handling Conflict\u003cbr\u003e3. Asserting Themselves Respectfully\u003cbr\u003e4. Identifying Their Conflict \"Style\"\u003cbr\u003e5. Using Active Listening Skills Effectively\u003cbr\u003e6. Overcoming Barriers to Listening and Understanding\u003cbr\u003e7. Learning Why They Aren't Listening to Others\u003cbr\u003e8. Developing Rapport with Different Personality Types\u003cbr\u003e9. Managing Their Attitude\u003cbr\u003e10. Avoiding \"Rapport Killer\" Words and Phrases\u003cbr\u003e11. Tailoring Communication to Fit a Customer\u003cbr\u003e12. Improving Customer Interactions\u003cbr\u003e13. Managing Stress in a Long Term Care Facility\u003cbr\u003e14. Relaxing with Visualization and Abdominal Breathing \u003cbr\u003e15. Understanding Who Are the Customers in Your Facility \u003cbr\u003e16. Communicating with Authority and Credibility\u003cbr\u003e17. Demonstrating the Power of Friendliness \u003cbr\u003e18. Providing Excellent Customer Service at Mealtimes\u003cbr\u003e19. Understanding The Impact of a Dissatisfied Customer\u003cbr\u003e20. Identifying Customer Touch Points\u003cbr\u003e21. Adhering to Your Facility's Dress Code\u003cbr\u003e22. Reducing the Risk of Lawsuit\u003cbr\u003e23. Placing Your Facility Above the Competition\u003cbr\u003e24. Employing the Power of First Impressions\u003cbr\u003e25. Understanding Customer Expectations\u003cbr\u003e26. Building Relationships with Empathy and Compassion \u003cbr\u003e27. Understanding Emotional Triggers\u003cbr\u003e28. Creating Unforgettable Customer \"Experiences\"\u003cbr\u003e29. Learning to Ask Questions Effectively\u003cbr\u003e30. Employing Strategies to Manage Difficult Customers\u003cbr\u003e31. Taking Effective Steps to Resolve Complaints\u003cbr\u003e...And many other critical skills\u003c\/p\u003e\u003cp\u003eHuman 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 your facility can employ to achieve continuous quality improvement.\u003c\/p\u003e","brand":"Zondervan","offers":[{"title":"Default Title","offer_id":47012255858928,"sku":"9780310344575","price":24.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780310344575_p0.jpg?v=1763674058","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780310344575","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}