Brubaker Seminars

In today's senior care marketplace, exceptional customer service is a competitive differentiator and a marketing opportunity. Paramount is the focus on customer 'delight' vs customer 'satisfaction.' The key is to ensure that your staff know what resident expectations are, and how to exceed them. This program targets exactly that--and provides the strategies that your staff can apply each day to help maintain your facility's high standards of excellence.

Exceptional Customer Service in Senior Care^©

• Know what really makes the 'delight' difference in quality senior care services;
• Target how staff directly impact perceptions of service quality through their communication techniques, whether in person or on the telephone;
• Focus on the difference between customer's objective and subjective expectations
• Identify the attributes of exceptional service companies, including Ritz Carlton and Disney;
• Recognize how the primary life changes of seniors contributes to higher expectations from your facility staff;
• Utilize 'assertive' probing and listening to identify expectations;
• Offer solutions to resolve resident or family disappointment in a positive manner;
• Appropriately involve other staff (or supervisor) in a conflict situation;
• More capably handle an emotional or angry resident or family member;
• Effectively tie daily customer service delivery to your Quality Improvement committee's activities; and,
• Elevate staff expectations of customer service quality when they are the consumer.