Serving
Clients with Alzheimer’s and Other Dementias
Overview:Businesses
interact regularly, both in person and by phone, with customers
who have Alzheimer’s disease and other types of dementia.
This seminar will improve how your sales and service personnel
communicate with individuals who experience a variety of cognitive
disorders affecting memory and judgment.
Audience: Anyone who sells to or serves the 50-plus customer, either on the phone or in person.
Objectives:
This training will allow your sales and service representatives
to:
- Recognize
customer/client behaviors that may indicate the presence of
Alzheimer’s or other forms of dementia.
- Understand
the types and symptoms of various types of dementia.
- Utilize
specific strategies that will make conversations and interactions
with cognitively impaired customers more successful.
- Meet and
exceed the needs of customers/clients in a more timely and less
stressful manner.
Outcomes:
- More efficient
and effective customer interactions as staff identifies behaviors
that cause barriers to good customer service and tailors their
communication appropriately.
- Increased
client retention due to practical, proven customer service tools
and techniques designed to better handle these difficult calls.
- Reduction in staff members’ level of stress and frustration as calls from those with memory problems can be lengthy and challenging.
Format:
- One and
a half hours of instruction
- Classroom
setting: lecture, discussion, case studies, role plays
- Informal,
interactive approach
- Extensive
handouts
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