Service Recovery
What should you say first when a resident or family member complains?
Thank you for telling me.” — It shows you’re listening and open to feedback.
What does “Managing Up” mean?
Speaking positively about coworkers and leaders to build trust and teamwork.
ow quickly does someone form a first impression when they walk in?
Within the first 10 seconds.
What’s one key to good communication?
Listening more than talking.
What does “Above the Line” mean?
Acting with openness, curiosity, and accountability. |
What’s the goal of service recovery?
To turn a negative experience into a positive one through empathy, action, and follow-up.
Why is Managing Up important?
It shows respect, strengthens morale, and shapes how families view the team.
What’s the best way to greet visitors?
Stand up if possible, smile, make eye contact, and say “Welcome to [Facility Name]!”
How should you give updates to families?
Be honest, calm, and kind — use plain language, not medical jargon
What does “Below the Line” mean?
Acting with blame, defensiveness, or denial. |
If a resident’s soup is cold, what’s your immediate response?
Apologize sincerely, take action to replace it, and report it to dietary — not argue or make excuses. |
Give an example of Managing Up a coworker.
“Our nurse on this hall is excellent at catching small issues early — you’re in great hands.
What should the lobby, nurses’ station, and dining room always communicate
Cleanliness, calm, and caring — this is home for our residents.
What’s one phrase that shows empathy?
I can understand why that would be upsetting
Give an example of an “Above the Line” response.
“I can see where I could’ve done that better. Let me fix it.” |
What are the 3 steps of service recovery?
1. Listen and empathize. 2. Fix the problem. 3. Follow up and thank them for bringing it up. |
What’s a result of poor Managing Up?
Gossip, mistrust, and families losing confidence in the care team.
What’s one “little thing” that makes a big impression?
Greeting people by name, keeping hallways tidy, or helping someone find their way.
When should you document or report a complaint?
mmediately — before the issue gets worse or reaches the Administrator through another route. |
What’s one way to shift from Below to Above the Line?
Take a deep breath, get curious instead of being right, and ask, “What can I learn here?
What phrase should you avoid when handling complaints?
That’s not my job.” — Always find who can help instead. |
When a family thanks you, how can you “manage up” others in your response?
Thank you! Our whole team works hard — especially our nurses and CNAs.” |
What’s the first impression families get on admission day? |
How we make them feel — calm, cared for, and that they belong.
What’s the difference between hearing and listening?
Hearing is passive; listening means focusing and caring about what’s being said
Why does this matter for customer service? |
esidents and families feel safer, more respected, and more connected when staff stay “Above the Line.” |