Type of Customer
Who is a customer? (Look Left)
But isn’t that only a resident?
Yes these are our main customers. They are the people who we are paid to look after and we must focus on them and their needs. Their family and friends are also our customers. We should greet them and treat them with as much respect and integrity as we would our own family and friends.
What about my colleagues?
Surely they aren’t customers?
Yes, they are your team mates and your closest customers in many instances. Team work is vital to great customer service and good, or even better, great customer service is what will make our facility the best and give us Happy Residents.
I am a carer.
Who are my customers?
The resident and their families are your primary customers, the registered nurse, the head carer (your supervisor) and the facility manager are your customers. The gardener and the kitchen staff are your customers. However they are your indirect customers and you may need to communicate with them in a different way. Read more about their roles in the section on “Who are your customers.”
Following the Regis way and providing great customer service will help you to do your job more effectively.
What is the Regis Way?
Passion, Optimism, Integrity and Respect are the values that our organisation aspires to. Not following these values and showing these qualities in our everyday tasks and work is a serious breech of your employment contract and could lead to disciplinary action.
Here is some more information on customer service. Click on the link and read on
http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm
Yes they are talking about sales and business, but these lessons are just as important in our residential facilites
