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Customer Service in Assisted Living:Strategies for Building Successful Partnerships

Customer Service in Assisted Living:Strategies for Building Successful Partnerships

Item Number: 8447
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Online Price: $130.00

Strengthen your facility's reputation while decreasing the likelihood of lawsuits.


If one resident has a positive and pleasant experience in your care, they'll tell their families, and their families will tell their loved ones and friends. That's the importance of good customer service-which we often take for granted. We say we strive for it, but how do we ensure it?

Take action and boost your facility's reputation with Customer Service in Assisted Living: Strategies for Building Successful Partnerships, a guide to cultivate strong customer service skills in your nurses, frontline staff, and any other staff members who interact with residents and families. The book provides insight into building partnerships between residents, families, staff, and the media to manage risk and avoid litigation.

Developing an effective customer service program is the first and most essential step in protecting your organization's reputation and showcasing what it has to offer. By providing proper family education and handling adverse events in a straightforward manner, you can reduce the likelihood of legal action being taken.

Authors Kelly Smith Papa, MSN, RN, and Carol Marshall, MA,offer a fun, innovative approach to learning with instant access to everything you need to conduct training, including customized PowerPoint presentations, in-services, and templates to meet the needs of your organization.

This resource provides downloadable in-services, including:

  • The importance of customer service
  • Dealing with upset families
  • Building relationships
  • Measuring customer service success

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