Care workers at all Colten Care homes throughout the UK are to be given new care training to help them provide consistently good standards of customer care to residents.
Colten Care has 19 care homes in a number of locations on the south coast of the UK, and it has committed to sending all of its 1,500 care workers and staff on new customer care training courses.
The aim is to teach staff how to welcome and address residents and their families, maintain courtesy during enquires and complaints and overall, provide exceptional customer care in every part of every care home. The training will also focus on the importance of maintaining eye contact in face-to-face interactions, to offer thanks when appropriate and to practice ‘active listening’.
Commenting on the new wave of care worker training, which is expected to be carried out throughout 2013, was Colten Care’s Anneli Daniels, the head of people and talent. She said:
“We know we deliver great care but this is about delivering great customer care too. We want to drive customer care from the first day of a member of staff’s induction right through every element of their work.”