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The Impact of Service
on Residents' Well-Being

March 1, 2023

12:00 PM Central

Join us to learn why service is at the center of resident satisfaction, employee retention and receiving all A’s on your report cards.


• How service impacts the overall satisfaction residents and families have regarding a long-term care community’s quality of care.

• In addition to appropriate medical interventions, what residents/families expect and how to exceed those expectations.

• How to provide resident-centric service even when staffing is low.

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when you register for this webinar.

30-minute session
0.5 Continuing Education Hours
Certificate available upon completion

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Why Service Matters

Image from our flagship training program, See ME: Customer Service Training in Compassionate Care

Why does customer service matter in long-term care?

Long-term care communities are reluctant to embrace the concept of customer service. For many, it’s “too retail” or “transactional.” But if your residents a) pay for the services you provide, b) have choices as to where they can live and c)have rights, needs and expectations, what you have are customers – no matter what you might call them. Plus, with the onset of ‘report cards’ including living environment, resident satisfaction and other service-based concepts in their ratings, customer service can no longer be denied its place in long-term care communities’ success. In this session, Petra Marquart will share her insights on how long-term care communities can use their customer-focused/person-centric tools and behaviors to upgrade the quality of care through quality service to both residents and their families.

What will we cover?

How service impacts overall satisfaction

What residents and families expect

How to provide resident-centric service when staffing is low

Petra Marquart
About the Presenter

Petra Marquart

Customer Service Expert, Author and International Speaker

Inspirational Speaker

CEO and Program Developer at See ME, Inc.

Author of the best seller, The Power of Service: Keeping Customers for Life

Petra Marquart, CEO and Program Developer at See ME, Inc., is an inspirational speaker who has received rave reviews at conventions, conferences and meetings around the globe. In addition, she is the author of the best seller, The Power of Service: Keeping Customers for Life, and has created customer service training programs for some of the most recognized organizations in the world.

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