The Augustana Care Way - Customer Service

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Customer Service

I. Introduction
A. Tim Tucker, CEO
History of Augustana
The kind of Service that Augustana Care provides
Ten Cornerstones
Nine Principals
Seven Don’ts
II. The Augustana Way
What sets Augustana apart – Dedication to Person-Centered Care
A. Nine Cornerstones
1. Anticipation
2. Pride and accomplishment
3. Empowerment
4. Integrity
5. Respect
6. Compassion
7. Tradition
8. Service
9. Family
B. Ten Principles of Listening
1. Stop talking
2. Anticipate residents needs- put talker at ease
3. Say, “I’ll find out for you”.
4. Remove distractions- give attention to person talking to you
5. Empathize – Active listening
6. Be Patient
7. Stay away from arguing
8. Don’t criticize
9. Ask questions
10. Stop talking
C. Seven Customer Service Don’ts
1. Apathy
2. Don’t dismiss residents concerns/brush off
3. Do not be condescending
4. Don’t be a robot/dismissive / indifferent
5. Hold your temper
6. Rule book
7. Runaround
III. Conclusion
A. Review
Foster Fullness of Life for Older Adults

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