Customer Service in Care (including feedback and complaints) – Aged Care Quality Standard 6

This course covers the following:

• Customer service, brand and consumer directed care delivery
• Good and poor customer service
• Responding to individual’s needs
• Barriers to and effective communication skills
• Sensitive and courteous handling of complaints and feedback
• Continuous improvement

Business Objectives

Your workforce is your brand. Give them the knowledge to ask the question… “How may I be of service to you?” This topic provides a guide to good customer service from the first point of contact and includes strategies to support and manage people’s right to complain. This learning activity aligns to Standard 6 of the Quality Aged Care Standards.

Audience

This learning activity is for Aged Care workers