Good customer service is at the heart of long term care, and customer concerns can be hard for staff to hear and manage.

• Having an effective complaint management program can turn family and resident complaints into compliments.
• AHCA/NCAL’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 training 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. 

How to register: Visit ahcancalED. Registration fees are $25 for AHCA/NCAL members and $50 for non-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.