interactive
Customer Service in Care (including feedback and complaints) – Aged Care Quality Standard 6
Ensure quality customer service through effective communication, handling of complaints, and continuous improvement
Aged Care Learning Solutions
Updated Oct 15, 2024
What you'll learn
- Explain the connections between customer service, brands and the change to consumer directed care delivery
- Differentiate between good quality customer service and poor customer service
- Identify the individual needs of customers when delivering customer service
- Identify barriers to communication
- Use effective communication skills when interacting with customers
- Handle complaints in a sensitive and courteous manner
- Reflect on instances of customer service and identify opportunities for improvement at a personal and organisational level.
Course Description
This course covers the following:
- Customer service, brand and consumer directed care delivery
- Good and poor customer service
- Responding to individual’s needs
- Barriers to and effective communication skills
- Sensitive and courteous handling of complaints and feedback
- Continuous improvement
Business Objectives
Your workforce is your brand. Give them the knowledge to ask the question… “How may I be of service to you?” This topic provides a guide to good customer service from the first point of contact and includes strategies to support and manage people’s right to complain. This learning activity aligns to Standard 6 of the Quality Aged Care Standards.
Audience
This learning activity is for Aged Care workers
