Customer complaints and service shortfalls are a natural part of any business, especially those that operate 24/7. Turning Complaints into Compliments is a one-hour training that covers customer service essentials and outlines a process for successfully handling complaints as they arise.
Good customer service is at the heart of long term care, and customer concerns can be hard for staff to hear and manage. Having an effective complaint management program can turn family and resident complaints into compliments. This session reviews keys to good customer service and complaint resolution. The learning objectives include:
- Identify the five key elements to customer service programs in long term care.
- Discuss guiding principles for customer service.
- Describe the process for understanding complaints.
- Explain how to turn complaints into compliments.
Registration fees are $25 for AHCA/NCAL members and $50 for non-members. There are no CEs offered for this program.
Individuals will need to login to ahcancalED with their AHCA/NCAL usernames and passwords to register. For assistance obtaining usernames and passwords, members should e-mail educate@ahca.org with their name and facility contact information.