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The Art of Customer Service in Health Care

presented by Linda M. Shell, DNP, MA, BSN, RN, DNS-CT

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Disclosure Statement:

Financial: Linda M. Shell receives compensation from MedBridge for this course. There is no financial interest beyond the production of this course.

Non-Financial: Linda M. Shell has no competing non-financial interests or relationships with regard to the content presented in this course.

Satisfactory completion requirements: All disciplines must complete learning assessments to be awarded credit, no minimum score required unless otherwise specified within the course.

MedBridge is committed to accessibility for all of our subscribers. If you are in need of a disability-related accommodation, please contact [email protected]. We will process requests for reasonable accommodation and will provide reasonable accommodations where appropriate, in a prompt and efficient manner.

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Video Runtime: 17 Minutes

Excellent customer service is essential for positions that involve interactions with people. In the long-term setting, customer service goes beyond just good quality service; it involves creating a positive experience for residents, patients, and families, helping them feel valued and respected. Long-term care providers often gain new customers through word of mouth from those who have had positive experiences with their organizations, or they can lose potential customers because of negative reviews. In today's world of social media, both positive and negative online reviews can influence the decision of a customer to do business with your organization. This customer service course is for all staff and will discuss the importance of creating a positive customer experience in the long-term care setting, including specific strategies for addressing problems when customers complain.

Meet Your Instructor

Linda M. Shell, DNP, MA, BSN, RN, DNS-CT

Dr. Linda Shell is an advanced practice nurse, consultant, and educator with a passion for developing leaders, delivering quality care, and challenging the status quo of long-term care. As principal of, she collaborates with organizations across the country on education, leadership development, post-COVID recovery, workforce challenges, dementia programming, and sleep improvement. Dr. Shell currently…

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Chapters & Learning Objectives

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1. Essentials of Positive Customer Service

This chapter will discuss the importance of mastering the art of customer service and provide an overview of what will be addressed within the course. There will be a practical scenario that illustrates poor examples of customer service.

2. Who Are Our Customers and Why Does Customer Service Matter?

This chapter will define who is considered the customer in health care and review what the consequences of poor customer service can be.

3. Creating a Positive Customer Experience

This chapter will define what great customer service is and discuss strategies for providing a positive customer experience. There will be a practical scenario illustrating one of the customer service strategies through a demonstration.

4. Resolving Customer Complaints

This chapter will describe the B.L.A.S.T. approach and demonstrate its use for addressing customer concerns. It will also provide a brief summary of this course’s content.

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