During the COVID-19 Pandemic:
As the COVID-19 pandemic continues to ravage the world, it is becoming increasingly challenging to offer great customer service in senior living communities. The added stress of the pandemic has made it even more important for organizations to be intentional about providing the best possible customer service to their senior residents and their families. In this article, we will explore three practical and often overlooked ways to offer great customer service during these challenging times.
A genuine smile has the power to break the ice, build relationships, and pave the way for trust. A smile is a powerful tool, and it is critical to smile genuinely in the first moments of a relationship. Our habits, including smiling, start in our minds. What we think becomes our actions, our actions become our habits, and our habits eventually become part of our character and our destiny. If we fail to smile, we risk losing our destiny.
However, many of us have a “resting frown face” (RFF), which can communicate negativity even when we are neutral inside. To smile more, we must find something to smile about, regardless of our circumstances. This could be a fond memory, a joke, a song, or anything else that brings us joy. It is also important to smile with our eyes, especially when wearing a mask. To do this, stand in front of a mirror with your mask on and see what others see. Smiling with your mouth can also help your eyes to “smile.”
Being a caregiver can be overwhelming, and it is essential to care for ourselves so that we can provide the best possible care to those we serve. To care for ourselves, we must adjust our schedules, exercise, eat healthily, and find ways to reduce stress.
At its core, caring is about showing empathy for others. To do this, we must be intentional about reading people’s feelings and responding accordingly. If someone seems frustrated, we must find out why and be willing to come alongside them to help solve their problems. Caring for others requires us to go above and beyond and outside of our job descriptions, but it is essential if we want to be intentional about caring for others.
One of the most important ways to offer great customer service is to listen actively. To do this, we must be present and fully focused on the person we are talking to. We must listen without interrupting, ask questions, and show empathy. By listening actively, we can better understand the needs and concerns of our senior residents and their families, and we can provide better customer service as a result.
Offering great customer service during the COVID-19 pandemic is not an easy task, but it is essential. By smiling intentionally, caring intentionally, and listening actively, we can provide the best possible customer service to our senior residents and their families. By doing so, we can build trust and relationships, and we can make a positive impact on the lives of those we serve.
Conduct a self-evaluation and ask yourself:
1. Do your words typically harm or uplift others?
2. After interacting with you, do those around you feel drained or invigorated?
Now, imagine that all of this can be achieved with the use of a NoCode, paperless mobile CRM app that has the capability to transform your department in just one week.