Summary
In this episode, Jerry Vinci speaks with Rana Baalbaki, a seasoned customer service representative in the senior living industry. They discuss the critical role of customer service in enhancing resident satisfaction, the importance of social life for seniors, and strategies for a smooth move-in process. Rana shares her insights on the evolving demographics of residents, the challenges faced in customer service, and the unique approach of Kisco Senior Living in providing exceptional care and engagement for residents and their families.
Learn More:
- Connect with Rana Baalbaki
- Learn more about Kisco - Park Terrace
- Learn more about Kisco Senior Living
- Rana's amazing work as a Stylist and Color Analyst
Takeaways
- Customer service significantly impacts resident satisfaction.
- Creating a welcoming environment is essential for new residents.
- Social life is crucial for the well-being of seniors.
- The move-in process should be smooth and supportive.
- Understanding the unique needs of families is vital.
- Training teams for exceptional service is necessary.
- Engaging families in the community enhances resident experience.
- The demographics of residents are changing, with younger individuals needing care.
- Kisco Senior Living prioritizes continuous improvement and staff support.
- Effective communication is key in customer service during crises.
Chapters
00:00 Rana's Introduction to Senior Living and Customer Service
04:24 Creating Lasting Impressions Through Customer Service
05:38 Changing Perceptions of Senior Living
08:04 How Caretaking and Aging is Managed in Rana's Cultural Background
09:18 Senior Living Can Positively Impact Health and Socialization
13:28 Making the Move-In Process Smooth
17:10 Dementia is More Prevalent at a Younger Age Today
20:30 Rising Costs of Senior Care
21:57 Crisis & Common Customer Service Challenges
26:39 Advice for Sales and Marketing Directors
31:12 Kisco's Unique Approach to Customer Service
34:10 Final Thoughts and Connection Opportunities
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