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...
Conversations nursing home management should not have via emails
By
Howard Kurman
Jun 09, 2014
There have been countless nursing home managers, supervisors, and even HR executives, who have committed impolitic comments about employees in email messages. Those comments often become evidence in cases...