Training DVD for Receptionists and Managers on Duty
Senior Living Receptionist and Manager on Duty Problem
A consistent area of weakness in Senior Living Companies is the quality and consistency of the interaction of the community receptionist and non-sales department “manager-on-duty” (MOD) with prospective customers. Recent research indicates that nearly 30% of new caller’s names and numbers are not captured and they fail to leave a message when sent to voice-mail. After 5 pm and on weekends, it is typically a non-sales department MOD who does a hap-hazard job with call-in and walk-in prospects.
No Training Methodology There is usually not a very organized and consistent method for training receptionists which is further complicated with part-time employees and negatively affected by a higher level of turnover than in other positions. Even when there is a written procedure manual, there is usually not a consistent training methodology that ensures the procedures are being used as intended.
The Cost of Poor Performance
The result is that your community is either losing or under-performing with a significant number of your prospective customers. When you consider that your cost of a new inquiry may be $200-$500 or more, and a single lost sale represents on average $54,000 of revenue, ($3,000/mo x 18) this is an area that represents a significant financial opportunity.
CASR Training DVD for Receptionists and Managers on Duty
The best way to ensure effective knowledge-transfer and consistent implementation is to observe the desired performance in a realistic job situation and provide specific practice of the modeled performance. By utilizing a DVD incorporating company-specific video examples shot onsite in one of your communities, you have a tool to provide a consistent example of the desired performance you require of receptionists and MODs.
In addition to the DVD with customized video scenarios of a range of typical situations encountered by receptionists and MODs, the following three components provide a complete training program:
1. Written company-tailored Customer-Focused Sales Guidelines (CFSG). This contains the Standards of Performance and specific terminology that is demonstrated in the DVD Video Scenarios.
2. Trainer Manual. This provides a step-by-step guide to conducting an effective hour-long training session using the DVD and Customer-Focused Sales Guidelines with receptionists or MODs.
3. Multiple-Choice knowledge check. This ensures that receptionists and MODs have adequately understood key components of the program.
What is involved in creating a Receptionist – Manager on Duty Training DVD for my company?
CASR has developed a streamlined approach for creating this Training DVD. You will get a superior product, with professional quality, delivered rapidly at a very good price.
A. We tailor the language and scenarios to your specific language, scenario and music choices. You get a company-specific look and feel. This typically includes several humorous (wrong-way examples), call-in and walk-in receptionist examples, MOD example and leadership introduction, usage guidance and closing clips.
B. We identify the individuals to appear in the Video Clips and have a planning conference call with them.
C. We spend one day on-site at your selected community with a locally-based video crew to shoot the videos.
D. CASR spends another day working with the video crew in post-production editing.
E. Initial beta version is reviewed.
F. Final version produced and ready for copying and distribution-implementation.
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