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Customer Service • The Concierge • Dining Service • Housekeeping
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Created by Mather LifeWays, a nationally renowned not-for-profit senior living and research organization, each of these essential training programs goes beyond the basics to reveal the secrets of providing exceptional service in a senior living community. Presented by Gale Morgan, the Ways to Excel Collection is an invaluable training resource for new staff and a great refresher course for seasoned veterans.
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Here's what you will find in the Ways to Excel training programs:
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What does great customer service mean in a senior living residence? This informative program explores how to "go that extra mile," and the positive impact that effort will have on both staff and residents.
By examining the Four Intangibles of great customer service, and through informative role-playing examples, this program helps your staff focus on making your community the best possible place to work - and one that allows residents to enjoy their retirement years.
Running time: 22 minutes
Click image to see a sample clip. |
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In many ways, your housekeeping team has a more personal connection to your residents than anybody else on your staff. Not only do they visit every part of your residence, but they regularly enter the residents' rooms, interacting with them where they live.
This program reviews the various services provided by the housekeeping team and their impact on occupancy, resident satisfaction, and marketing and sales.
You will see examples of how a great housekeeper can enhance the image of your residence and strengthen resident relations - and how a poor performance by that same person can damage your resident satisfaction and occupancy.
Running time: 14 minutes
Click image to see a sample clip.
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In most senior living residences, a resident enjoys the dining service up to three times each and every day. Even the best restaurant in the world gets tiresome if that is the only place one goes to eat. So it's not surprising that dining and food services are the greatest source of resident satisfaction - or the greatest source of resident complaints.
Creating and maintaining excellent dining service is a challenge that every senior community faces every day. This program goes beyond the basics to reveal the critical customer service features that set a great dining program apart from a good dining program.
Running time: 20 minutes
Click image to see a sample clip. |
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The first opportunity to make a good impression may be the only one you get.
"When we were looking for a place for our mother, we paid a lot of attention to how we were treated the first time we came and visited a senior community. After all, these were the people we were going to trust with my mother's happiness and well-being."
As the first person a visitor meets when calling or entering your community, the concierge/receptionist plays a crucial role in creating that all-important first impression.
Using examples of real situations where the concierge/receptionist is put to the test, this program shows how a good concierge enhances the image of your residence - and how a poor performance in that chair damages all of your marketing and sales efforts.
Running time: 21 minutes.
Click image to see a sample clip. |
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Housekeeping, Customer Service, Dining Service, and The Concierge programs are now available on a single DVD. This collection is an invaluable resource for training new employees and as a refresher for long-term team members!
Four modules, total running time, 77 minutes. Available as a single DVD for $89 plus shipping & handling.
To order programs in the Ways to Excel series, contact Louise Lyons at (847) 492.7433 or e-mail llyons@matherlifeways.com.
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