A well trained team can make or break a community. They need to understand and “live” the concept of concierge customer service as well as perform their job duties to the best of their abilities every day. Customer service is the backbone of every department. From care to dining to housekeeping, every staff member on your team needs to have the same focus on going above and beyond with every resident or family member interaction.
Help your team be the best they can be:
Job Duties
- Does each member of your team understand their job duties and the importance of the role they play on the team?
- Does your team know when and how they need to come together to achieve a particular task?
Customer Service
- Does each member of your team understand the importance of customer service and how the lack of service at anytime can cause unhappy residents, creating churn?
- Does your team know what your residents expect as far as customer service on a personal level?
Symantics
- We’ve all hear the old adage it’s not what you say, it’s how you say it. In reality, it’s both!
- Does your team know how to speak to your residents in a way that enables them to truly connect on a deeper level?
