Customer Service: Your Key to Resident Satisfaction

2.0 CEUs

There are many ways to quantify the residents’ support of the management of the community. As with any business, word-of-mouth endorsements by your customers are your best advertisement. Learn about the importance of resident satisfaction, how to manage moments of truth and the service model. Explore the cycles of good and bad service and how to handle resident complaints effectively. Ideas are also offered on how to conduct resident opinion surveys and interpret results.

 Course Objectives:

  • How customer expectations can influence their satisfaction
  • How customer satisfaction relates to staff satisfaction
  • How to handle complaints and use complaints to improve your customer satisfaction
  • How to efficiently solicit feedback from your customers and what to do with it

Course Approvals:

  • NAB: This program has been approved for Continuing Education for 2.0 total participant hours by NAB/NCERS – approval# 20180830-2-A35557-DL – expires 08/30/2018, NAB approval# 20190830-2-A45865-DL – expires 08/30/2019.
  • CE Broker Approved for Florida Long Term Care Administrators, Nurses, and Certified Nurse Aides as well as District of Columbia Certified Nurse Aides and Home Health Aides
  • Oregon Board of Examiners of Nursing Home Administrators: 2010-133: General 2 Ethics 0
  • Michigan Department of Human Services: Approved for Adult Foster Care Administrators pursuant to Rules 400.14203 and 400.15203
  • Kansas Department of Health and Environment: Approval #: LTS -A1138 (Administration)

About the Instructor

benjamin-pearceBenjamin Pearce is the author of numerous books including Senior Living Communities: operations management and marketing for assisted living, congregate and continuing care retirement communities, the go-to handbook for effective senior residential facilities. His publications can be found in all the top senior housing trade journals. Benjamin oversees Bloom Senior Living operations as Chief Operating Officer and is an expert in the senior living industry and dementia related care. He has three decades of experience working with over 200 communities in 33 states. He is also an adjunct professor at Johns Hopkins University and New York University.