This program was co-developed with the Ritz Carlton and discusses the types of customer service that we provide in senior living. The main point is that most communities strive for meeting customer expectations. This program attempts to change that mindset to deliver unexpected and anticipatory levels of service. This level of service is what our residents and their families deserve but it is also good for business!

Learner Objectives:

1. Provide unexpectedly exceptional customer service to our residents and their families.
2. Discuss how to motivate employees to deliver unexpected high levels of customer service.
3. How to create "WOW" moments that result in higher resident satisfaction levels and more internal referrals.