Compassionate Customer Care

A training designed to improve client services
"Compassionate customer Care is based on the premise that choosing to have an understanding attitude and taking personal responsibility for our own feelings and actions will assist the customer in eventually doing the same.  All personal interactions reflect respect, helpfulness, sensitivity, and responsiveness."
Purpose. The purpose of this training is twofold.
  1. To get social service staff to view the clients as "customers" whose return business and personal success are essential to the good of the organization.
  2. To have staff review their communication and problem-solving skills while providing them with several new tools and approaches to enhance these skills.

Objectives. Staff persons participating in this training will learn the following:

  1. Three guidelines to approach working together as staff and with clients.
  2. A model for how effective communication takes place.
  3. A definition of compassionate customer care and a review of the three components of good customer service.
  4. Three common methods of ineffective listening.
  5. The steps to active listening as a means to problem solving.
  6. Methods to deal with challenging personalities.

 

 Methods. Adult learners do best when their own experience is drawn upon as a resource. They also respond to a variety of techniques and prefer interactive ways to experience the theories being presented. This training uses the following techniques:
  1. Brief instruction
  2. Participant demonstration before the group
  3. Writing open-ended sentences
  4. Dyad sharing
  5. Role playing
  6. Counseling trios using a client, counselor, and neutral observer
  7. Group sharing and interaction
  8. Audio visuals

Outcomes. Staff who complete the full day of training will:

  1. Be more aware of their own communication styles and the triggers that may block them from effective client service.
  2. Have an opportunity to be a client, a counselor, and an observer as a way to learn about approaches to problem solving.
  3. Have an opportunity to strengthen existing relationships with co-workers, develop new relationships and have an enhanced appreciation for the unique part each staff person plays in client service.
  4. See that these techniques have application in their personal lives as well as on the job.
  5. Have improved moral and take more personal responsibility for their job satisfaction and for improving the way they respond to clients.
Integrity International offers personal coaching, 1 hour, half day, and full day seminars on "Compassionate Customer Care."