Customer Service Excellence

Customer Service Excellence

Just like any other organisation, Silver Chain Group is a business and a brand. We work in the business of helping others to live their best life; supporting them to stay at home, doing the things they enjoy for as long as possible. The following information helps remind us of the growing expectations from our clients for a positive brand experience. 

Seek permission to enter the Clients premises and introduce yourself:

  • “Hello my name is …….
  • Make eye contact
  • Smile, address clients by their preferred name ( DO NOT USE: darling, lovely, love, old girl etc)
  • Make sure you have your identification badge visible
  • Present yourself professionally

Connect with your client:

  • “How are you today?”
  • Actively listen, demonstrate patience and attentiveness, use appropriate small talk.

Explain and get permission to proceed:

  • "I’m gong to …. Because …. Is that ok?"
  • Get consent and explain the process and timings.
  • Check understanding
  • Give opportunity to ask questions

Thank You:

  • "Thank you for allowing me to care for you today. Is there anything else I can do for you before I leave?"
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