Customer Service Workshops
LASA hosts a range of Customer Service Workshops across the nation covering topics such as complaints, diversity, empowerment and more.
The Complaints Matter
The Complaints Matter workshop will challenge you to actively seek opportunities to improve how you perceive and respond to complaints. Complaints present us all with opportunities to do better. It is important we recognise these opportunities and respond promptly. Using a number of case studies, this intimate, hands on workshop will focus on issues arising in residential care / home care. Sharing our collective experiences participants will explore how to approach complaints raised, including preparation, timing and options for resolution. We will also discuss a range of factors that can complicate this pathway, and options for managing these.
Cultural Diversity in Aged Care
This workshop aims to provide you with practical strategies in caring for customers from culturally diverse backgrounds. It will introduce you to the concept of culturally inclusive practice in aged care and link you to tools and resources which can assist you in your work.
Customer Experience & Service In Aged Services
This interactive program will work with you on strategies and systems to make sure your services to your customers meet standards agreed to by your organisation and aimed for in our aged services industry. Over the 1 day of presentation, workshopping, discussion and action planning you will be reflecting and reviewing your customer experience with you, you team and your organisation – in the context of quality standards and contemporary aged services practice.
Customer Centred Sales: Empowering your Admissions Staff (Residential)
The purpose of this workshop is to empower your admissions staff to effectively manage their consumer meetings using a proven method that focuses on the alignment of the resident’s needs to services provided, therefore creating clear and compelling reasons as to why your organisation’s facility is the best place for their loved one.
Implementing CDC into Residential Care and Prepare for the Future
CDC is being rolled out into Home Care and everybody is waiting to see what happens in residential care as the Aged Care Roadmap is followed over the next few years.
The workshop on ‘How to successfully implement CDC into residential care’ gives a detail of the pathway and set of systems required for CDC to operate in a residential environment. As part of this are the models that are needed to implement CDC.