Product Details:

• Member Price: $79
• Non-Member Price: $119

Product details:

In your job, you are asked to wear many hats. More often than not, that hat involves a customer service component. In this CD, you will go beyond “The Customer Is Always Right,” and learn how to create situations where residents and families take an active part in their experience at your community. Learn how to engage families and create positive outcomes for everyone.

Attendee Takeaways:

• Recognize how to engage families
• Identify ways to make connections
• Establish smooth transitions

Preview Clip

Presenter:

Brenda Abbott-Shultz, RN, MBA, Vice President, Customer Experience, Benchmark Assisted Living Brenda is a nurse who has over 20 years of experience in the senior care industry focusing primarily on the needs of assisted living, dementia care and nursing home residents. Ms. Abbott-Shultz provides the strategic and operational oversight of the Benchmark Senior Living Resident & Family Services Department. She is a member of many state assisted living associations and participates in a variety of industry related task forces and committees.

Audience:

• Executive Directors
• Marketing  Directors
• Resident Care Directors/Nurse Managers
• Assisted Living Nurses
• Anyone interested in learning more about  this topic

Tip Sheet:

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Length: 90 minutes

If you or someone from your organization attended this webinar, you can purchase this CD for only $29 each (members) or $49 each (non-members). This special rate is valid only for live webinars that your organization has participated in.

Originally recorded on 8-18-2011