Turning Complaints into Compliments – The Key to Customer Service

Customer service is at the heart of any business, including long term care.  However, complaints can be hard to hear and manage.  Having an effective complaint management program can turn complaints into compliments.  This session will review keys to good customer service and how to turn those complaints into successful resolutions.

Objectives: After listening to this session, participants will be able to:

• 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.

Speaker: Pamela Truscott, DNP/HSL, MSN/ED, RN, C-CNL, C-AL, QCP, DNS-CT, RAC-CT, CDP Director of Quality Improvement, NCAL

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