Learning Activity Description:
As a health care worker providing care or services to older people living in residential or home care you are required to practice in accordance with the requirements of the Aged Care Quality Standards.
This learning resource will also have relevance in all of other health care settings providing care or services to older people.
Aged Care Learning Solutions educational material is endorsed by the Australian Nursing and Midwifery Federation.
|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.|