Section 1: Introduction A. Scenario B. Al C. Gabe D. Chris E. Dana F. Wrap Up G. About This Course H. Learning Objectives Section 2: Customer Service: The Basics A. Who is Your Customer? B. What is Customer Service? C. Ideas into Interventions D. First Impressions E. Communicate You Care F. Build Rapport G. Be Present H. Service Recovery Section 3: Customer Service in Action A. Scenario 1 B. Scenario 2 C. Scenario 3 D. Scenario 4 Section 4: Conclusion A. Course Contributor B. References C. Congratulations
Denton C. Hartman, MS, NHA, served as a long-term care corporate trainer and Director of Staff Development at a retirement community in PA that employed over 600 staff. Additionally, he served as chairman of the Safety Committee there for over ten years. Mr. Hartman is a retired licensed Nursing Home Administrator, holding a BS in Education, an MS in Administration of Residential Programs. He has many years of experience developing staff from all disciplines in healthcare settings. Mr. Hartman currently serves as an instructor of adult education at Hagerstown Community College.
Disclosure: Denton C. Hartman, MS, NHA (retired) has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.