Customer service is the cornerstone of every business and is essential for building a strong reputation. We learn about it, and we talk about it … but do we truly deliver what we promise? In long-term care, customer service stands apart from other industries and requires a unique approach.

In this webinar, the participants will begin by completing a brief, self-scored inventory to identify their personality traits. This insight will help them understand themselves better and improve their interactions with others, regardless of personality similarities or differences.

Everyone encounters "difficult" customers—whether they are staff, residents, or families—in their daily work. This webinar will cover 10 different "difficult" personality types and provide specific skills and strategies to manage each type effectively, bringing out the best in people even in challenging situations.

• Participants will gain real-time strategies to enhance their daily customer service efforts, ultimately aiming to improve satisfaction and outcomes.
• Identify key personality attributes and how these impact day-to-day interactions with others.
• Describe “difficult” personality types and key intervention strategies for mitigating conflict.
• List evidence-based customer service approaches for health care and explain how these impact satisfaction and outcomes.

Faculty
Kathleen Weissberg, OTD, OTR/L, Education Director, Select Rehabilitation
Kathleen Weissberg, in her more than 25 years of practice, has worked in long term care as a researcher/educator and has established various programs in nursing facilities including palliative care and end of life care, incontinence management, falls management and dementia care and staging. She currently provides continuing education support to 6,000 therapists nationwide as director of education for Select Rehabilitation. She has lectured nationally, at the state level, and authored publication on the topics such as patient satisfaction outcomes in long term care, restraint reduction and fall prevention, driving and the elderly, dementia management, palliative care, and hospital readmissions. She has presented at previous LeadingAge conferences for Georgia, South Carolina, Michigan, New York, and has authored articles for publication for LeadingAge Florida and Texas.

Who Should Attend
Administrators, Nurses, Department Heads, Social Workers, Activity Professionals, Direct Care Professionals, and other team members. Appropriate for all provider types including nursing home, assisted living, adult day services, and independent living.

What’s Included
Registration fee includes digital handout and one connection to the live webinar. A recording of this webinar is NOT included in the registration fee.

Cost:
LeadingAge Nebraska members: $50
Non-members: $100

CONTINUING EDUCATION: 1 hour of continuing education from Nebraska DHHS Regulation and Licensure, Board of NHA has been approved for this webinar. Appropriate records will be maintained for other disciplines to receive credit from their credentialing organizations. No nursing contact hours will be offered for this webinar.

Cancellation/Refund Policy
There will be no refunds approved for this webinar. Substitutions welcome.

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