The Official Nursing Facility Customer Service
Training System
Come Celebrate The Year of Nursing Facility
Customer Service!
Designed exclusively for the nursing home environment, this three-part DVD
program specifically addresses the challenges you face each and every day in working with your residents and
families. Would you like to enjoy the following benefits...
Earning the respect and trust of your residents and families
Becoming even better known as a top-notch caregiver that always puts the welfare of his or her
residents and families first
Developing more insights into your residents and families needs plus become a stronger communicator
with everyone you come into contact with
And with your census never far from you mind, The Official Nursing Facility Customer Service Training
System gives you specific tips and techniques to win over any new prospective families and residents visiting your
facility for the very first time!
The centerpiece of The Official Nursing Facility Customer Service Training System is the 15-minute DVD
titled “Making a Difference: Becoming a Nursing Facility Customer Service Superstar.”
Filmed live at an actual nursing home (with real-life residents, families and staff), you see the role your
customer service skills play in meeting your daily responsibilities. Topics covered include:
How to Successfully Deal with the Unique Demands You Face in the Nursing Facility Environment
Why Nursing Home Customer Service is Vitally Important (versus customer service in the retail and restaurant
setting)
What are The Two Most Important Wordsin Customer Service and Why You Must
Never Forget This Fact
How to Let Residents and Families Know You’re Interested in Their Well-Being
And Much More
Click the Play Button at the Bottom of the Video to Play Sample Footage.
“Before I discovered your customer service program, we had to use something that was for hospital
employees. It was good but our staff had trouble relating to it because the video was geared for hospital
situations. That’s why I was glad to get your program. It’s everything you advertised and
more! I’ve already noticed a change in our customer service and best of all our residents and families have
really responded to our new-found dedication.” Suzanne Feltman, Director of Nursing, Durham-Hensley Health & Rehabilitation, Chuckey, TN
Finally There’s a DVD Customer Service Program Developed Exclusively for You and Your Fellow Staff Members By Nursing Facility Professionals
Since 2002, Extended Care Products has been in the business of developing and producing educational and training
programs for the nursing home profession. What’s more, our individual backgrounds are in nursing facility
care. To date over 100,000 copies of our various programs have been delivered into the hands of those in the
long-term care environment just like you.
BREAKING NEWS: Two new DVD programs join The Official Nursing Facility Customer
Service Training System. We believe we’ve made a great presentation for you even stronger with
the addition of the following two DVD programs:
**Customer Service Secrets of the Masters- Noted nursing facility customer service trainer Teresa
Jones joins me for a one-on-one detailed conversation guaranteed to supercharge your and your fellow staff members’
relationships with residents and families. Among the topics we discuss:
The key points in giving effective customer service to residents and families
The characteristics of poor customer service
Why residents and families look at nursing home customer service a lot more closely than customer service
in other settings
And much, much more
**The Magic Pill for Customer Service- This DVD serves as your guide to the entire Customer
Service Training System. What’s more, in addition to getting you ready for the companion DVD programs, I draw
upon my 25 years in the communications and customer service field to present special insights and strategies to work that
much more effectively. You’ll learn:
How to watch and get the most out of the Official Nursing Facility Customer Service Training System
How to stay properly motivated to give great customer service
Why good (and bad) customer service plays a role in your facility’s ability to attract new residents and
families
And much more
SPECIAL NOTICE: In addition to the three DVD programs, you’ll also receive as part
of The Official Nursing Facility Customer Service Training System my special 37-page study guide
“The Ten Steps to FabulousCustomer Service.” In it, you get in writing
a step-by-step action-plan for customer service success at all levels of the nursing home environment. Let me state
here that if you only read one book or one workbook or one study guide this year … this is the one!
“Your customer service system is great! The information is most useful and it’s presented in such
a positive way that anyone watching and reading can’t help but learn how to be better at this important job.
I’ve seen for myself first-hand what a difference your program has made with our residents and families day-in and
day-out. Connie St. Gregory, Administrator, Lakeland Terrace, Gladstone, MO
For a very limited time, you may receive The Official Nursing Facility Customer Service
Training System for three monthly payments of $119.95, rather than the regular outlay of $159.95 per month.
Plus if you wish you can save an additional $30.00 and get the system for a one-time investment of $329.95.
Either way you’ll receive the following five free bonus gifts:
Free Bonus Gift #1: We pay your shipping and handling costs, a $25.00 value
Free Bonus Gift #2:The Outstanding Customer Service Survey Questionnaire.
This exclusive document has been specially prepared to give your facility honest and open feedback on the quality of
your care and services. The questions are targeted to obtain detailed information to help you deliver even better customer
service. In addition, we'll provide you with recommendations for the distribution, completion and collection of your survey
questionnaires so that families/responsible parties filling them out does so in maximum comfort, insuring you receive
quality information you can use. The Outstanding Customer Service Survey Questionnaire is valued at $39.95 and is yours
free when you receive The Official Nursing Facility Customer Service Training System.
Free Bonus Gift #3: “Your Daily Customer Service Challenges” audio CD with
Rhonda Ruebush. Join Ms. Ruebush as she presents specific how-to information for you and your fellow staff
members to face anything thrown in your direction. Rhonda’s a working nursing facility director of marketing
& admissions that’s ready to help you score an A+ in the customer service game! A $29.95 value, the
CD’s our special gift.
Free Bonus Gift #4: “The Customer Service Skills Set” audio CD with Suzanne
Hogan. Here, this active long-term care administrator takes you behind the scenes and peels back the curtain to
reveal her successful formulas for meeting even the most demanding nursing home customer service tasks. Ideal for
administrators, DON’s, nurses, CNA’s, social services, admissions, housekeeping personnel, etc. Retailing
at $39.95, this CD’s free with your order.
Free Bonus Gift #5:The audio CD, “Sound Risk Management through
Effective Customer Service.” Rick Houze, one of our nation’s leading insurance professionals, calls on his
many years of experience working with nursing facilities to pinpoint the hot-button customer service issues that
get many staff members and facilities in trouble with residents and families. Follow along as Rick helps you prevent
the kinds of misunderstandings and anger that can ruin your building’s reputation and also lead to a lawsuit.
Regularly selling for $49.95 this CD is yours with my compliments.
In all, that’s $184.80 in free bonus gifts when you receive The Official
Nursing Facility Customer Service Training System.
As always, you have a full 30 days from the time you receive the customer service
system to review it. If not satisfied then return it for a cheerful refund!
Make 2010 Your Facility’s Year of Customer Service
As a caregiver, there's no substitute for providing the very best customer service you can for your resident and
families. It can and will make the difference between happy and satisfied "customers" who'll sing your praises,
and those that will become angry and frustrated with you and you'll facility. The Official Nursing Facility Customer Service Training System is the most complete and comprehensive
educational and training program designed exclusively for nursing facility staff and professionals. This
step-by-step system covers every single facet of customer service in the nursing home setting ... both in your
relationships with your current residents/families and any new families that visit your facility with an eye towards
placing a loved one in your care.
