Learning Activity Description

The overarching expectation of the Aged Care Quality Standards is for each interaction to begin with the question… “How may I be of service to you?”  The needs, wants, preferences and goals of each person must be at the forefront. People have the right to make choices and decisions and require factual information in the way they best understand.

This topic provides a guide to good customer service from the first point of contact and includes strategies to respectfully support people’s right to complain.

Customer Service aligns to Standard 6 of the Aged Care Quality Standards. 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 have relevance in other health care settings providing care or services to older people.

This educational material is endorsed by the Australian Nursing and Midwifery Federation.

Learning Outcomes

• 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.