What is good customer service?  How can you improve staff interactions with both residents and family members?  This timely, new training package will help you and your staff to evaluate facility-wide behaviors, attitudes, and standards of care toward residents and family members.  As it documents stories of families deeply affected by caregiver actions and interactions, the video sensitizes staff to the potential impact of the things they so or do while providing care to residents and dealing with family members.  The Teaching Guide is designed to help management and staff develop and implement an effective continuum of care that incorporates the family into the care team.  It also includes teaching strategies for the staff educator, exercises to examine facility culture for administrative staff, and tools for quality assurance and improvement.  Everyone should see this important video on resident and family communication skills.