Your Guide

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Belinda Vierthaler, LMSW, LACHA

Belinda is a Licensed Master Social Worker and licensed Administrator. She has worked as an Administrator in skilled nursing and assisted living communities and served as the State Long-Term Care Ombudsman under the administrations of Governor Parkinson and Governor Brownback. She developed the Administrator-In-Training program and taught the assisted living operators course at Johnson County Community College. Currently, she is the Director of GERTI, the education branch of Evergreen Living Innovations, Inc.

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About this Course

Customer service is often the one thing that is lacking in the long-term care environment. We are selling something that nobody really wants, so we must go above and beyond to provide superior customer service. To provide excellent service, we must communicate within our teams and to the customer. Often, we feel like we are very good at providing customer service but we all need reminders. I have found that providing this training on an ongoing basis really helps staff understand why we do what we do.

This course will define who the customer is, discuss how to provide customer service and describe ways to better communicate and how communication can break down.