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Customer Service • The Concierge • Dining Service • Housekeeping
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.
Here's what you'll find in the Ways to Excel training programs:
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 was created to help your staff focus on making your community the best possible place for both you and your teammates to work - and for your residents to enjoy their retirement years.
Running time: 22 minutes
Click image to see a sample clip.
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 actually live.
This program reviews the various services provided by the housekeeping team and their impact on occupancy, resident satisfaction, and even your marketing and sales.
You'll 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 cause damage your resident satisfaction and occupancy.
Running time: 14 minutes
Click image to see a sample clip.
In most senior living residence, a resident enjoys the dining service up to three times each day, every day. Even the best restaurant in the world would get tiresome if that was the only place you ever ate. So it's not surprising that dining and food services can be the greatest source of resident satisfaction - or the cause of the greatest number of 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 just a good dining program.
Running time: 20 minutes
Click image to see a sample clip.
The first opportunity to make a good impression may be the only one you get.
"When we were looking for a place for 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 can enhance the image of your residence - and how a poor performance in that chair can damage all of your marketing and sales efforts.
Running time: 21 minutes. Available in either DVD or VHS.
Click image to see a sample clip.
Housekeeping, Customer Service, Dining Service and The Concierge are now available on a single DVD or VHS tape. 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 $350 including shipping & handling.
To order programs in the Ways to Excel series,
call Greg Walsh at: (847) 492-7433,
or e-mail to: gwalsh@matherlifeways.com.
