The psychology behind good customer service (and why it’s more important than you think)
By
Eleanor Feldman Barbera, Ph.D.
Jun 12, 2014
We may talk about the term “customer service” and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every...
Bridging the disconnect between leaders and workers
By
Eleanor Feldman Barbera, Ph.D.
Apr 05, 2022
As I reviewed the many recent long-term care happenings and articles to select a topic for this week’s blog, my mind kept returning to the fascinating column by researchers Lindsey Creapeau and Jennifer...