Customer Service for Canada

Customer Service for Canada 

It is a well-known saying that it is far costlier to find a new customer than it is to keep a current one. Good customer service is imperative when you want to retain customers. Long-term care homes and retirement communities that practice good customer service are the most successful in the competitive world of long-term care. As a health care provider in a long-term care home or retirement community, your role in providing effective customer service to residents, families, as well as your co-workers is very important to improving resident care. In this course, you will learn steps that you can take to provide good customer service every day.


Hours: 0.25


Certificates provided by accrediting body (0 Match)

Course Details

Course Code: REL-CAN-SRC-0-CSC
Hours: 0.25
Type: Online Course
Content Expiration Date: 9/30/2022
Learning Objectives:
Define good customer service.
Describe the importance of customer service.
Identify internal and external customers.
List at least two points of customer contact where good service is required.
Recall three of the seven elements of good customer service.
Describe how proactive customer service is preferable to reactive customer service.

Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Customer Service A. What is Good Customer Service? B. Who is the Customer? C. Where are Good Customer Service Skills Needed? D. Seven Elements of Good Customer Service E. Identifying Proactive vs. Reactive Customer Service F. Case Study G. Review Section 3: Conclusion A. Summary B. Course Contributor C. References and D. Resources E. Congratulations!

Instructor: Lynda Welch, RN

Lynda Welch is a registered nurse with an extensive career history in long-term care management. She provides general administrative and clinical nursing consultative services to staff in long-term care homes. Lynda is also a legal nurse consultant. Her understanding of operational and clinical issues related to long term care, combined with her ability to read and interpret government standards and legislation, provides plaintiff, defense and labour lawyers with an objective, evidence-based opinion related to relevant standards of care.

Disclosure: Lynda Welch, RN has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.