Senior Living Customer Service Training

Customer Service Training

An indepth approach encompassing all staff and departments

By now most every senior living company has some form of a satisfaction survey and there is an abundance of detailed information from those reports about how your senior living customers feel.  What Healthcare Marketing Concepts can offer is to provide detailed solutions to support improved senior living customer satisfaction results.

We look at, not just the score, but also the culture of your senior living business, the environmental issues that may create barriers, and other senior living customer insights to address.  Senior living customer service begins with looking at all your services and departments to determine an agreed upon standard or expectation.

Perceptions really do matter and sometimes misunderstandings are based on a first impression even before the senior living customer experiences your services.  Building awareness throughout an organization makes those first to lasting impressions more positive because they are based on principles like trust, credibility, respect, and responsiveness.

Senior living hospitality training

There is no place more relevant to the concept “you are only as good as your weakest link” when it comes to senior living customer service. You can have 99% of your staff members doing everything they can but it only takes one to leave that negative lasting impression that goes straight out the door hurting your reputation.  Maybe we cannot be 100% all the time but having a structured senior living customer service program specific to your needs can go a long way in the right direction.

The Value of Hospitality Training

Providing quality care today requires more than just good care. In today’s consumer-driven environment, senior living communities must find non-operational aspects that set them apart from other senior living options.

Healthcare Marketing Concepts begins teaching these aspects by involving department supervisors and management in the formation of the campus’s own hospitality guidelines. Our next step is to train all staff members, in small group settings, the value and application of these hospitality principles.

Title: Introduction to Hospitality

TRAINING OBJECTIVES

• Improve the quality of life for each resident
• Establish a staff behavior code of hospitality expectations
• Develop a hospitality policy and ongoing orientation training
• Encourage better word choices by staff to residents and visitors
• Train staff to handle unpleasant human relations situations
• Learn the importance of respect for self and others, and loyalty to the campus
• Create a “what we can do” rather than “what we must do” attitude
• Create ambiance by focusing on less rigidity in our daily routine
• Build awareness of opportunities to use hospitality in our lives
• Instill a desire to exceed expectations through service excellence

 One Day Program Outline

• Welcoming Techniques
• Amenities and Courtesies
• Terminology Enhancements
• Basic Telephone Etiquette
• Diffusing Hostility Hospitably
• Campus Policy on Guest Relations
• Leadership/Supervisory Meeting
• 1 Hour Small Group Staff Meetings

DISCUSSION AREAS

• Respecting Others
• Professional Dress and Grooming
• Remaining in Control
• Being Responsive
• Offering all the Comforts of Home
• Giving and Receiving Recognition
• Eliminating Gossip
• Assisting Residents with Dignity
• A Positive Dining Experience
• Going the Extra Mile
• Being Hosts and Hostesses
• Appreciating our Volunteers
• Enjoying and Taking Pride in our Work

Hospitality Subject Areas

• What is Hospitality
• Costs and Benefits of Hospitality
• Telephone Etiquette
• Welcoming Techniques
• Tours and Terminology
• Amenities and Courtesies
• Hospitality Leadership
• Positive Hospitality Examples in Other Communities
• How to Handle Hostility Hospitably
• Bridging the Gap Between
• Departments and Shifts
• Hospitality Policy Development
• A Shared Vision of Hospitality
• Specific Orientation Training
• Positive and Negative Impressions
• Nursing Assistant Hospitality
• Dietary Hospitality
• Housekeeping/ Laundry Hospitality
• Maintenance/ Security Hospitality
• Activities Hospitality
• Office Hospitality
• Confidentiality
• Focus Topics and Program Progress

3 Month Hospitality Training Program

This program is designed for one full day each month for three months. Meetings are held with specific departments and staff in small groups. Within these small groups we introduce and reinforce hospitality techniques. This program offers a much more in-depth and specific approach to hospitality.

MONTH ONE:

Hospitality Day will be held for all staff in small groups. These sessions will last for 1 hour.

MONTH TWO AND THREE:

We will meet with specific departments to discuss and implement individual areas of hospitality.

Quarterly Hospitality In-Services

Two hours of training each quarter are conducted at the campus divided between supervisors and front line staff.

FIRST QUARTER

Introduction to Healthcare Hospitality

SECOND QUARTER

First Impressions and Professionalism

THIRD QUARTER

Communication, Courtesy and Cooperation

FOURTH QUARTER

Handling Hostility Hospitably

A questionnaire measuring ongoing retention, reinforcement and areas of hospitality improvement will be sent to the campus six months after the completion of this program. The results and recommendations are returned to the campus Executive Director/Administrator.

For more information on how you can bring these affordable Training Programs to your campus please follow this link…