Example: Talking points on how to deal with residents’ complaints When addressing a resident complaint at any Lutheran SeniorLife community, it’s crucial to handle the situation with empathy, transparency, and a commitment to resolving the issue. Here are some talking points to guide the conversation: Acknowledgment and Understanding • Express Empathy: “We understand how concerning this issue must be for you, and we’re truly sorry for any distress this has caused.” • Listen Actively: “We want to fully understand your experience. Could you please share more details about what happened?” Commitment to Resolution • Assure Action: “Your feedback is important to us, and we are committed to addressing this issue promptly.” • Outline Next Steps: “We will investigate the matter immediately and ensure that the appropriate steps are taken to resolve it.” Transparency and Communication • Keep Them Informed: “We will keep you informed throughout the process and provide updates on the actions we are taking.” • Open Door Policy: “Please know that we are always here to discuss any concerns you may have. Your satisfaction and well-being are our top priorities.” Reinforcing Trust • Highlight Dedication to Quality: “At St. John Community, we are dedicated to providing the highest level of care and service. We take every complaint seriously as an opportunity to improve.” • Reiterate the Mission: “Our mission is to offer an Abundant Life® to all our residents, and we will do everything in our power to ensure that your experience aligns with that promise.” Follow-Up and Feedback • Commit to Follow-Up: “Once we have addressed the issue, we will follow up with you to ensure that you are satisfied with the resolution.” • Invite Continued Feedback: “We value your feedback and encourage you to let us know if there are any other areas where we can improve.” These points should help convey a compassionate, responsive, and proactive approach to addressing resident complaints within any Lutheran SeniorLife community. Utilizing key points to manage community relations are important for brand consisitency. For example, when addressing resident complaints at Lutheran SeniorLife, it’s essential to adhere to our branding guidelines that emphasize compassion, integrity, and excellence. Every concern should be met with empathy, active listening, and a commitment to resolving issues swiftly and effectively. By maintaining open communication and treating each resident with dignity and respect, we not only uphold the trust they place in us but also reinforce our dedication to providing a caring and supportive environment. Our approach to handling complaints reflects the core values of Lutheran SeniorLife, ensuring that each resident feels valued and heard. Below are examples of talking points one might use to respond to a resident’s complaint, according to the Lutheran SeniorLife branding guidelines.
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