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

Registration is $25 AHCA/NCAL Members | $50 Non-members

Follow the Instructions Below to Register: 

• To avoid technical problems, use Google Chrome. 
• Members will need to log in using their existing email and password first. 
• Once you are logged in to the website you will be able to register by clicking the green register button at the top of the page. 
• If you have forgotten your password click here. 
• If you are new to the site, you can create an account here. Answer all fields on the create an account page- especially locating your company name. You can search by name or zip code. After creating an account, you will be able to register.

Email educate@ahca.org if you need assistance.

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