HOPE Program Focuses On Exceptional Customer Service
The Village at Marymount launched a new customer service program with the goal to create an exceptional customer service culture throughout the facility.
The HOPE committee, which has representation from each department, came up with the HOPE acronym. The acronym has an external customer message (Helping Others Pursue Excellence) and an internal customer message (Hospitality Ownership Proactivity and Engagement).
Liz Pencak, Director of Marketing and Clinical Liaison, is a committee member and one of the training session presenters. She said the program’s goal is to provide clarity of customer service expectations, re-enforce campus trust, and provide the tools necessary to meet customer service expectations.
“We want the program to create positive memorable moments for residents and staff alike,” Pencak said. “We are all an important part of this team. We all play a key role in driving the behaviors necessary to deliver a world-class customer service culture.”