Suffer Strong: How to Survive Anything by Redefining Everything

Long Term Care Customer Service is designed to accelerate your staff's skills and your resident's satisfaction.

Your facility's benefits include:
• A systematic and simple method for improving customer service skills
• Learning sessions as short as 15 minutes
• Practical skills your front line can apply immediately to improve how staff work with each other and with your residents
• Reduced risk of lawsuit
• Improved referrals to your facility
• Increased QIS and Standard Survey scores

"I have been GUSHING about your training to my peers. I enjoy the simplicity of it and the fact that it utilizes life skills not everyone seems to pick up along the way. I think it should be implemented at facilities everywhere."
Jamie Reynolds, LPN
Mennonite Home Communities
Pennsylvania Regional Committee Member, Person Centered Care
Certified Dementia Trainer

It's been proven that effective and consistent customer service training increases staff satisfaction, reduces turnover, and improves your resident's quality of care. This course is a time- and cost-effective means to raise your facility's customer service standards.

Long Term Care Customer Service provides consistent reinforcement of what's learned through role plays and other learning exercises, testing, repetition of the basic principles and immediate application.

The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America's Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative.

While studying the learning modules your staff will learn the importance of:
1. Skillfully Resolving Intercultural Conflict
2. Employing Strategies for Handling Conflict
3. Asserting Themselves Respectfully
4. Identifying Their Conflict "Style"
5. Using Active Listening Skills Effectively
6. Overcoming Barriers to Listening and Understanding
7. Learning Why They Aren't Listening to Others
8. Developing Rapport with Different Personality Types
9. Managing Their Attitude
10. Avoiding "Rapport Killer" Words and Phrases
11. Tailoring Communication to Fit a Customer
12. Improving Customer Interactions
13. Managing Stress in a Long Term Care Facility
14. Relaxing with Visualization and Abdominal Breathing
15. Understanding Who Are the Customers in Your Facility
16. Communicating with Authority and Credibility
17. Demonstrating the Power of Friendliness
18. Providing Excellent Customer Service at Mealtimes
19. Understanding The Impact of a Dissatisfied Customer
20. Identifying Customer Touch Points
21. Adhering to Your Facility's Dress Code
22. Reducing the Risk of Lawsuit
23. Placing Your Facility Above the Competition
24. Employing the Power of First Impressions
25. Understanding Customer Expectations
26. Building Relationships with Empathy and Compassion
27. Understanding Emotional Triggers
28. Creating Unforgettable Customer "Experiences"
29. Learning to Ask Questions Effectively
30. Employing Strategies to Manage Difficult Customers
31. Taking Effective Steps to Resolve Complaints
...And many other critical skills

Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. Long Term Care Customer Service is an effective tool your facility can employ to achieve continuous quality improvement.