Many LTC providers mistakenly
believe that they have
given great customer service
when they successfully resolve a family’s
concern or complaint. Nothing could be
further from the truth. The only way to
offer truly great customer service is for
your customer to never have to contact
with you with a concern or complaint
in the first place. For this to happen,
your customer service efforts need to be
proactive rather than reactive. Anticipate
your customer’s needs and take steps to
solve any problems before they arise. Do
this in every aspect of your business from
inquiry tours to the passing of a residen