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Elevating the Experience: Delivering Exceptional Customer Service in Senior Living

Recorded February 24, 2025

This webinar features Gina Cappitti, LNHA, CEAL, CDP, Director of Workforce Solutions at LeaderStat, as she explores the critical role of customer service in Assisted Living communities. Participants will gain a deeper understanding of how exceptional service enhances resident satisfaction, strengthens family trust, and boosts community reputation. Through key concepts such as communication, empathy, personalization, and consistency in care, attendees will learn actionable techniques to improve service delivery. The session also delves into practical strategies for fostering a culture of excellence within teams, ensuring staff are equipped, motivated, and held accountable for providing outstanding care. Whether you're a frontline caregiver or a senior leader, this webinar offers valuable tools to create meaningful resident experiences and drive long-term success.

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Our national partner, LeadingAge, is an association of 6,000 not-for-profit organizations dedicated to expanding the world of possibilities for aging. Together, we advance policies, promote practices and conduct research that support, enable and empower people to live fully as they age.