Customer Service: Your Key to Resident Satisfaction

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.

Your instructor for this course is Benjamin Pearce. He is the author of numerous books including Senior Living Communities: Operations Management and Marketing for Assisted Living, Congregate, and Continuing Care Retirement Communities a definitive work which summarizes two decades of senior housing operational expertise encompassing over 100 communities in 23 states, currently in its second printing published by The Johns Hopkins University Press.

Mr. Pearce teaches graduate level classes on senior housing and is a faculty member of the Real Estate Institute at New York University and Johns Hopkins University. He also serves on the editorial advisory boards of Resident Life/Assisted Living Success magazine, Briefings on Assisted Living, and Assisted Living Executive Report. He is also the President and Chief Executive Officer of Potomac Homes, the residential alternative to institutional care for Alzheimer's disease and related dementia enabling residents to enjoy the benefits of full-time, professional care in a familiar home setting.

This course covers the following topics:

• Resident Satisfaction
• Cycles of Service
• Why do people complain
• Handling complaints
• Responsive techniques
• Dealing with Difficult people
• Prevention is the best medicine
• Positive consequences
• Resident opinion surveys

In this course you will learn:

• 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

• NAB: This educational offering has been reviewed by the National Continuing Education Review Service (NCERS) of the National Association of Boards of Examiners of Long Term Care Administrators (NAB) and approved for 2 clock hours.
• California Board of Behavioral Sciences (BBS): PCE # 3291
• California RCFE and ARF: Approval pursuant to NAB and BBS approval
• Kansas Department of Health and Environment: Approval #: LTS -A1138 (Administration)