Author Description

Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care Carol Marshall, MA How satisfied are your residents? One satisfied resident could equal thousands of dollars of income for your facility. If one resident has a positive and pleasant experience in your care, what could that mean for your business? They ll tell their families and their families will tell their loved ones and friends. Plus, your facility s care is in the spotlight more than ever with the implementation of the five-star rating system. So isn t it worth a few extra steps to ensure that your residents are happy and well taken care of? The importance of good customer service is often taken for granted. We say we strive for it and that it is important but what actions do we take to ensure it? Take action and boost your facility s reputation in the community with "Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care, "a new HCPro book and CD-ROM designed to cultivate strong customer service skills in your long-term care nurses, frontline staff, and any other staff member who interacts with residents and families.Satisfied residents and families results in: A decreased chance of a lawsuit Positive word of mouth marketing which leads to increased revenue Improved working relationships with residents, families, staff, and the media Add a dash of humor to your day Author Carol Marshall, MA, offers a fun, innovative approach to learning that just can t be compared. Her quirky titles and humorous commentary give a fresh and enjoyable approach to customer service in the long-term care environment.Provide five-star customer service, and put your resident s needs first. "Satisfied Customers Seldom Sue" breaks down the logic behind the newly released five-star rating system. The industry is still reeling from this new, publicized rating of nursing home care. With this essential resource