By Tracy Nowicki Director of Elder Services
Quality customer
service…. Let’s go!!!
Throughout my time as the Director of Elder Services, it’s evident that the most valuable customer service training comes from interacting with the elder population. However, if you are not as fortunate to assist older adults, quality customer service can still be met by proper training without many years of experience. The age-old adage that “the customer is always right” is a principle I was taught, but it doesn’t necessarily mean customers are perfect. While they may not be right in every situation, they are entitled to receive support and should make every reasonable effort to address their needs respectfully and professionally.
Most notably, within the realm of government service; the surge in Local, State, and Federal programs, has reached unprecedented levels. These programs span a variety of areas supporting rental assistance, health insurance needs, ensuring food accessibility, transportation needs, and more. Massachusetts now has an expansive array of services to accommodate the ever-changing resident need. The growth in programs has led to the creation of new departments and the recruitment of additional employees. This emphasizes the greater need to recruit highly qualified individuals for effective management of these positions. However, I recognize and fully support Governor Healey and Lt. Governor Driscoll’s implementation of a recent Executive Order, which promotes skill-based hiring across State departments. This approach emphasizes the significance of job training to equip individuals with essential tools for effective public engagement. Training programs should cover aspects such as promoting professional conduct, acquiring de-escalation techniques, employing effective stress management strategies, and fostering a comprehensive understanding of department policies and procedures for newly hired personnel.
How often have we found ourselves navigating through lengthy hold times, complicated menu options, forwarded to different telephone numbers, escalating our frustration, only to finally connect with a live person, leading to a surge of stress for both the consumer and the public service representative, each feeling a sense of disrespect from the other?
Now consider a 70+ year-old individual facing this same daunting experience. Through our engagement in elder services, we have gained a deep understanding of the aging process. The capacity to comprehend, retain information, write, and read undergoes substantial changes over time. The decline in physical and cognitive abilities is particularly distressing for older adults, compounded by the frustration of having to rely on services that are subpar. I firmly believe that seniors and younger individuals should not encounter identical experiences. The cognitive challenges linked to aging necessitate a more customized and empathetic approach for seniors accessing public services.
It is essential to support and equip public service representatives with proper training and tools to alleviate and deescalate these experiences while maintaining a level of empathy and professionalism.
The Chelsea senior center staff all too often experiences these challenges. A big shout out to them for their remarkable skill in staying composed and upholding professionalism while helping our older adults navigate through our government programs. Training is key!
Deep breath friends and Godspeed!
Feel free to contact us at [email protected] or 617-466-4377.