Customer Service

Delivering excellent customer service goes far beyond being polite- it’s about creating a safe, respectful, and compassionate environment for everyone we serve. Whether you're assisting a resident, supporting a family member, or collaborating with a colleague, the way you communicate and respond can make a lasting impact. 

This training page is designed to help you build the skills, mindset, and confidence to deliver compassionate, respectful, and professional service every day.

Turning Care Into a Connection

Great customer service in long-term care isn’t just about having good intentions- it’s about using the right skills in the right moments. Whether you're calming a frustrated family member, helping a resident feel heard, or supporting a teammate during a busy shift, your ability to listen, communicate, and respond with empathy is what turns care into a connection. 

The following four core skills are practical tools you can put in your toolbox and use every day to create positive experiences and build trust with everyone you serve.

“Treat others the way you want to be treated- with dignity, empathy and respect.”

 Active Listening

What it means: Giving someone your full attention to truly understand their message. This is both spoken and unspoken.

Why it matters: Residents and families often feel vulnerable. Listening shows you care and builds trust.

How to do it well:

  • Be present: Stop what you're doing, make eye contact, and face the person.
  • Use verbal cues: Say things like “I understand,” or “Tell me more.”

  • Reflect and clarify: “So what I’m hearing is that you’re concerned about your mom’s medication times- is that right?”

Example:
A resident says, “I don’t like how they talk to me during meals.”
Instead of brushing it off, you respond:

“I’m really sorry to hear that. Can you tell me more about what happened? I want to make sure you feel respected.”

 Clear Communication

What it means: Sharing information in a way that is easy to understand, respectful, and appropriate for the situation.

Why it matters in LTC: Miscommunication can lead to confusion, fear, or even safety risks.

How to do it well:

  • Use plain language: Avoid jargon or medical terms unless necessary.
  • Be calm and respectful: Especially when emotions are high.
  • Check for understanding: “Does that make sense?” or “Would you like me to go over that again?”

Example:
A resident's usual bathing time needs to be moved due to staffing changes.

“Hi Mrs. Thompson, I wanted to let you know that your shower will be a little later today, around 11 a.m. instead of 9. We had a small change in our schedule, but everything else will stay the same. If you need anything before then, just press your call button, okay?”

Problem Solving

What it means: Identifying issues and working toward solutions in a calm, constructive way.

Why it matters in LTC: Problems can arise daily, from scheduling conflicts to emotional distress. How we respond defines the quality of care.

How to do it well:

  • Stay calm: Don’t take complaints personally.

  • Ask questions: “What would help make this better for you?”

  • Take action: Even small steps show you care.

  • Follow up: Let them know what was done and check if it helped.

Example:
A family member is upset that their loved one missed an activity.
You say:

“I understand how disappointing that must be. I’ll speak with the activities team and make sure we have a reminder system in place. I’ll follow up with you tomorrow.”

Empathy in Action

What it means: Recognizing and responding to the emotions of others with compassion and care.

Why it matters in LTC: Residents may feel lonely, scared, or frustrated. Families may feel guilt or grief. Empathy helps them feel seen and supported.

How to do it well:

  • Acknowledge feelings: “That sounds really hard.”

  • Offer comfort: A gentle tone, a kind word, or a reassuring touch (when appropriate).

  • Be patient: Especially with residents who have cognitive impairments.

Example:
A resident with dementia is agitated and says, “I want to go home!”
Instead of correcting them, you respond:

“You miss home. That’s completely understandable. Tell me about your home, what did you love most about it?”

Why it Matters- At Work and Beyond

Good customer service isn’t just a workplace skill- it’s a life skill. Whether you are supporting a resident, speaking with a family member, or interacting with someone in your personal life, how you treat others leaves a lasting impression. 

 

Every interaction shapes how residents and families feel about the care we provide. Respect, kindness, and professionalism aren’t just nice to have, they are essential to building trust. The same is true outside of work: when you listen actively, respond with empathy, and carry yourself with integrity, you strengthen relationships, reduce conflict, and create more positive experiences for everyone around you.

               Professionalism

Professionalism is more than just following rules, it’s about showing respect, responsibility, and pride in your role every day. In our work and personal life, how we present ourselves directly impacts how safe, valued, and respected residents and families feel. When we act professionally - through our appearance, communication, and behavior - we build trust, reduce stress, and create a more positive environment for everyone. It also shows our teammates that we are dependable and committed to doing our best, even on the tough days (which we all have). 

Below are the Dos and Don'ts of professionalism. This list isn’t all-inclusive, but it offers a strong foundation for how to carry yourself with professionalism, both at work and in life. These behaviors help you earn respect, build stronger relationships, and grow your personal and professional reputation. When you consistently show up with integrity, empathy, and accountability, you not only support those around you but you also set yourself up for greater success and fulfillment in your role and beyond.

✔ Do This:

      • Greet warmly: Smile, make eye contact, and say hello.
      • Be present: Put phones away during work hours or when spending time with others.
      • Use respectful language: Speak clearly, calmly, and kindly - even under stress.
      • Dress appropriately: Follow the dress code at work and dress neatly in public settings.
      • Engage with empathy: Treat others- residents, families, coworkers, friends, and strangers- like you would want your loved ones treated.
      • Be reliable: Show up on time, follow through on commitments, and communicate if plans change.
      • Practice self-awareness: Notice how your tone, body language, and attitude affect others.

❌ Avoid This:

      • Ignoring people who are speaking to you
      • Using your phone during conversations or meals
      • Avoiding eye contact or appearing disinterested
      • Speaking in a rushed or dismissive tone
      • Wearing earbuds while interacting with others
      • Gossiping, complaining excessively, or spreading negativity
      • Showing up late or canceling plans without notice

 

Standards for Interactions

Consistency builds trust. Use these simple standards in every interaction.

With Residents

    • Knock, pause, announce before entering; greet by preferred name.
    • Explain before you act: “I’m here to help you get ready for lunch. First I’ll…”
    • Speak at eye level when possible; avoid talking over residents to others.
    • Offer choices to promote independence: “Would you like your shower now or after breakfast?”
    • Close the loop: “Is there anything else I can do before I go?”

With Families

 

    • Greet within 5 seconds of approach; introduce yourself and your role.
    • Use AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) for clarity.
    • Escalate early if concerns are rising; involve the right leader.
    • Document and follow up on commitments made.

With Team Members

    • Use respectful handoffs: Situation, Background, Assessment, Recommendation.
    • Assume positive intent; address issues privately and directly.
    • Pitch in during peak times; ask “Where can I help for 10 minutes?”
    • Close tasks you’re asked to support and communicate completion.

Handling Concerns and Complaints

The L.A.S.T. Method is a simple and effective way to handle difficult conversations with professionalism and empathy. While it’s never okay for someone to be rude or disrespectful to you, emotions can run high, whether at work or in personal situations. Using the L.A.S.T. method, originally created as a customer service tool, can help you respond with confidence and compassion, and often resolve problems before they grow into something bigger.

L.A.S.T Stands For

      • L – Listen:
        Give the person your full attention. Make eye contact, stop what you’re doing, and let them speak without interrupting. Sometimes, people just need to feel heard.
      • A – Apologize:
        Even if the issue isn’t your fault, a sincere apology shows empathy. Try:
        “I’m really sorry you’re feeling this way.” or “I understand why that would be upsetting.”
      • S – Solve:
        Take action or find someone who can. Be honest about what you can do and follow through.
        “Let me check on that and get back to you in a few minutes.”
      • T – Thank:
        Always thank the person for bringing the issue to your attention. It shows respect and keeps the door open for future communication.
        “Thank you for letting us know. We appreciate your feedback.”

Use the L.A.S.T. method to help you stay Calm, Confident, and Compassionate, even in the toughest moments. It’s a skill that not only improves your work relationships but also strengthens how you handle challenges in everyday life.

❌ What Not to Do When Handling Concerns or Complaints

These are common pitfalls that can quickly make a tough situation worse. Avoiding them helps you stay calm, professional, and effective.

    • Don’t interrupt or talk over the person. Let them finish.
    • Don’t get defensive (“That’s not true,” “We’re short‑staffed”).
    • Don’t minimize feelings (“It’s not a big deal”).
    • Don’t rush the conversation or appear impatient.
    • Don’t argue the details- focus on understanding, not winning.
    • Don’t blame coworkers or other departments.
    • Don’t make promises you can’t keep.
    • Don’t use dismissive language (“Calm down,” “I already told you”).
    • Don’t ignore your body language (eye‑rolling, crossed arms, sighing).
    • Don’t avoid follow‑up- if you hear it, you own it.

When To Escalate a Concern

You should bring in a supervisor, charge nurse, or another leader any time the situation is becoming harder to manage or the person seems to be getting more upset instead of calming down.

Escalate when:

    • Emotions are rising and the person is getting louder, more frustrated, or more anxious.
    • The concern involves safety, allegations, repeated issues, or anything beyond your scope.
    • You’ve listened and apologized, but the person still feels unheard.
    • You aren’t sure what the next steps should be.
    • The family or resident specifically asks to speak with “someone else” or “someone in charge.”

Remember:
Sometimes, simply bringing in a supervisor or another team member can help de‑escalate the situation. A new voice, a different perspective, or hearing the same message from someone else often helps the person feel taken seriously and supported.

Quick phrase to use:
“Thank you for sharing this with me. I want to make sure we address it fully. Let me bring in my supervisor so we can work through this together.”

Enhance Your Customer Service Skills

If you're looking to grow as a leader and truly challenge yourself, these customer service courses are a great place to start. Whether you're an Administrator, front line staff, or a department head, these trainings are designed to help you lead with empathy, effectiveness, and excellence.

🟣Turning Complaints into Compliments – The Key to Customer Service
Offered by AHCA for just $25, this course is one of the most impactful trainings available for leadership roles. Learn how to transform negative feedback into opportunities for growth and build a culture of exceptional service. 

Learn More

🔵Additional Courses Available on Relias

      • Providing Customer Service

      • Customer Service in Dining Rooms

      • Customer Service: Adapting to your Customer Cues

      • Customer Service: Discovering Customer Needs

      • Customer Service: Engaging with Customers

      • Customer Service: Fostering a Service Mindset

      • Customer Service: Generating Effective Solutions

      • Customer Service: Strengthening Your Service Skills

🟠Alison Customer Service Training Courses

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