Developing Excellent Customer Service Skills in Long-Term Care Settings

Published by Care Providers of Minnesota


Customer service is the foundation of client-centered care in long-term care. Raising the bar on customer service is critical to remaining competitive and it increases client and family satisfaction. Customer service is crucial with competing providers offering similar services. What distinguishes one provider from another may be the perception of friendly, caring, and attentive service.

Long-term care quality improvement has typically focused on the clinical aspects of care, however long-term care quality starts with people. The importance of training staff to provide friendly, caring, and attentive service cannot be over emphasized. If families perceive staff indifference or a lack of concern or caring, the provider may be at risk for complaints, or something worse. Most employees want to do the right thing however, they don't know the essentials of top customer service. Any employee who has contact with clients has the potential to retain customers or chase them away.

Webinar participants will learn:
• Understand value of customers and why that is important to every employee
• Find out who the customer really is
• Establish service standards for providing excellent service
• How to Connect, Anticipate, Delight, and Inspire to retain your customers
• 5 steps to customer service recovery
• Receive 100+ Service Standards
• Learn the 4 critical components to great customer service

Wes Pruett, M.S., M.H.A., Owner
HR Advisors
Wes Pruett works with small and mid-size companies who want to align their business and employees to create successful outcomes and excellent work environments. After more than 25 years experience in senior healthcare leadership, he retired from the Fairmont Medical Center – Mayo Health System to establish HR Advisors. He helps companies with a wide variety of HR issues including performance management, handbook and policy development, and compliance. Wes is a certified...More

Originally Published

May 8, 2014

Program Titles and Supporting Materials

This program contains the following components:

  • Developing Excellent Customer Service Skills in Long-Term Care Settings - Video
  • Developing Excellent Customer Service Skills in Long-Term Care Settings - Paper

How To Attend

Join the self-paced program from your office, home, or hotel room using a computer and high speed internet connection. You may start and stop the program at your convenience, continue where you left off, and review supporting materials as often as you like. Please note: Internet Explorer is no longer a supported browser. We recommend using Google Chrome, Mozilla Firefox or Safari for best results.

Technical Requirements

You may access this course on a computer or mobile device with high speed internet (iPhones require iOS 10 or higher). Recommended browsers are Google Chrome or Mozilla Firefox.


If applicable, you may obtain credit in multiple jurisdictions simultaneously for this program (see pending/approved list below). If electing credit for this program, registrants in jurisdictions not listed below will receive a Certificate of Completion that may or may not meet credit requirements in other jurisdictions. Where applicable, credit will be only awarded to a paid registrant completing all the requirements of the program as determined by the selected accreditation authority.

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