Dementia-Centric Customer Service Training Program to be Implemented

Wednesday, September 13, 2017

A two-year pilot program designed to help businesses learn how to treat persons with dementia, led by the Brenda Strafford Foundation with assistance from the provincial government, commenced earlier this year in Okotoks and the Westhills neighbourhood of Calgary. The basis of the training is to familiarize those working in customer service to the signs of confusion and disorientation among their customers. A skill that is transferable and applicable to many situations, not only when interacting with persons with dementia. Participating in the program will equip these service providers with the knowledge required to engage with any customer experiencing confusion in a more positive way. This skill is key if the customer is living with dementia because of their sensitivity to adverse stimulus. Keeping calm and being sympathetic, patient, and understanding will allow those persons living with dementia to do the same while using the business’s services. The program will receive $150,000 from the Brenda Strafford Foundation with the rest of the funding being supplied by the provincial government.

SOURCE: Calgary Herald, September 6, 2017

AUTHOR: James Wood

DATE RETRIEVED: September 8th, 2017


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