Service Excellence - An Organizational Culture

Professional, courteous, informed care team members that are engaged, passionate and proactive in meeting the needs of residents and family members… and that smile, have a sense of humor, are compassionate and empathetic and live the values of the organization every day are the team members that bring service excellence to life.  Organizational culture drives service excellence. Residents and family members are looking for an equal rationale and emotional value from their senior care experience; and they have choices in choosing the right organization.

This presentation addresses strategies for hiring socially skilled staff, setting expectations for daily service delivery, recognizing your service excellence stars and mentoring staff that are not meeting service excellence expectations. Strategies for messaging the good news, the not so good news, bad news, challenging questions, and managing complaints effectively are illustrated in this presentation.