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Delivering Legendary Resident Experiences for Senior Living Communities

Signature Worldwide
Training overview
Corporate / Group Training
Self-paced Online, On-site
Start dates
Online
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Worldwide
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Delivering Legendary Resident Experiences for Senior Living Communities

Course description

Delivering Legendary Resident Experiences for Senior Living Communities

When it comes to retaining residents and enhancing your reputation, you need to step outside the leasing office and look at the whole picture. The service you provide your residents makes the difference. You have a beautiful property, but the key differentiator to many current residents is your ability to consistently provide an exceptional experience. An often-overlooked part of your resident retention plan is the role of your support team such as maintenance and groundskeepers. They are your ambassadors. To many of your residents, they become the ‘face’ of your organization – valued employees that can make or break the relationship at a time when your residents may need them the most.

Delivering Legendary Resident Experiences for Senior Living Communities is a unique training program that demonstrates the why and the how of providing great service when interacting with your residents. This program provides your team the skills and tools needed to deliver memorable service that is focused on your residents’ needs – regardless of the situation.

Signature Worldwide’s interactive training program will help:

  • Build consistency in the service delivered
  • Develop standards that help guide your team through an exceptional interaction
  • Identify the role each of your team members has in building value, enhancing reputation, and developing loyalty
  • Diffuse potentially confrontational situations
  • Strengthen relationships with your residents resulting in more
    referrals, greater retention and higher loyalty scores

And, because Delivering Legendary Resident Experiences for Senior Living Communities is specially designed to change employee behavior and create lasting improvement, Signature Worldwide offers a variety of reinforcement and sustainment tools including ongoing training and surveys.


Program Outcomes

  • Consistency in service standards
  • Increased level of professionalism
  • Clear expectations for delivering legendary service
  • Greater confidence
  • Differentiating your organization from the competition by delivering exceptional customer service and customer relationship management
  • Increased resident satisfaction and sales
  • Developing strategies for working with upset residents

Inquire about on-site or live virtual training for your team!

Who should attend?

  • Front Desk Associates
  • Activities Staff
  • Housekeeping and Maintenance Staff
  • Dining Staff
  • Groundskeepers
  • Doorkeepers
  • Porters
  • Security Guards
  • Greeters/Concierge

Training content

Course Agenda

Introduction

Welcoming activity and an overview of the session is presented.

What to Expect

Course objectives are shared.

Legendary Service

Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed.

Connecting with Customers

Set of service standards established around personal appearance, communication, and tone.

Discovering and Information Gathering

Importance of gathering information and tips for ensuring understanding of residents’ needs.

Skill Practice

Connecting with residents and gathering information is practiced.

Delivering Value

Creating and delivering value. Key behaviors identified for delivering value during interactions. Includes taking ownership, promoting the community, and checking for satisfaction.

Closing

Leaving the resident with a legendary impression.

Skill Practice

Techniques for delivering value and closing are practiced.

Empathize & Apologize

Two communication skills used to diffuse potentially confrontational situations are discussed and practiced.

Common Complaints

Applying skills from training to real world resident concerns and complaints employees encounter

Review of the Day with Next Steps

Committing to immediate implementation of these legendary service skills.

Course delivery details

  •  This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
  • Both training options are delivered by a highly experienced Signature Worldwide trainer. 

Costs

Please request more information from Signature Worldwide about dates and pricing.

Why choose Signature Worldwide?

Our 30+ years of experience includes training over 36,000 businesses in 50 countries

98% of our customers would highly recommend Signature Worldwide to others

Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers

About Signature Worldwide

Signature Worldwide

Global Customer Service and Sales Training  You seek customer service and sales training to help your teams effectively cultivate, engage and nurture relationships with customers. But does your training partner have depth of expertise in your industry? Signature Worldwide does....


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Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

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Reviews

Average rating 5

Based on 1 reviews.

Customer Service Represenative, New Forum Senior Living
Effectiveness; learning how important we are to the residents. How to properly make them feel like we care; empathy.
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