Customer service is at the heart of long term care. However, complaints and customer concerns can be hard for staff to hear and manage. Having an effective complaint management program can turn family and resident complaint management program can turn family and resident complaints into compliments.

• ahcancalED’s 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.

What you’ll learn: This course 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 is $25 for NCAL 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.