Assisted living and customer service: The holidays are here – and so are the visitors!
Posted Dec 20 2008 7:14pm
Troupes of dancing children. Choirs of carolers. Families you’ve never met before, bearing gifts of cookies and chocolates.
The holidays are here – and so are the visitors!
It’s the perfect time to showcase your community as well as the dedication you and your team have to customer service.
As a manager, it’s important to spend an extra few minutes each day reminding staff about customer service basics. It’s also vital that you model excellent customer service even more than usual throughout your day.
Try holding a short stand-up training session each day at shift change, both in the morning and afternoon. Focus on one key concept each day – only one – and let staff practice this concept on each other or give you examples during your stand-up. Your team will have fun with this, and they’ll really remember the key points.
Here are some of the key points you may want to include in your brief trainings:
Smile and great each visitor with a sincere welcome. Use their name whenever possible.
Wear your name tag, every single minute you’re in the building.
Tidy at least one thing every shift, no matter what your job description. Make a point to look around and find one thing to straighten, pick up or clean during every shift.
Offer coffee, tea, a cookie or water to every visitor, including those who come in groups. Be prepared for a large number of visitors every day, and let staff enjoy any left-over cookies at the end of the day.
Take personal ownership when answering any visitor’s question. Before answering the question, say, “I can help you with that.”
Look for something positive and complimentary to say to each visitor. Notice the colorful scarf, the Santa earrings, the furry boots. Be genuine and sincere. It will immediately give your visitor a warm and positive feeling about you and your community.
Have fun with this opportunity to teach your staff about customer service.
And let your community really shine during this holiday season.
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