This engaging and practical presentation is designed to reducing complaints, enhance customer service, and effectively manage chronic complainers. Participants will learn how to respond to concerns with empathy and professionalism, apply proven communication and service recovery strategies, and turn dissatisfied residents or family members into advocates for care. Through real-world examples and actionable tools, the session will empower healthcare leaders to create a more positive environment while improving satisfaction, trust, and team confidence.

At the conclusion of this session, participants will self-report a knowledge gain in the use of proactive communication, empathetic engagement, and resolution techniques for improved customer service.

Learner Objectives:

1. Identify behavioral patterns of chronic complainers and factors that contribute to persistent dissatisfaction.
2. Discuss resident-centered communication techniques to effectively respond to concerns while maintaining dignity and trust.
3. Demonstrate service recovery strategies, including follow-up and team-based approaches to concern resolution.
4. Describe common sources of resident and family complaints in long-term care and their impact on quality of care and satisfaction.
5. List 5 proactive techniques to address concerns prior to disruptive escalation.