Bigger & Better Customer Service: Winning & Keeping Clients in Today's Market


[2009] Bigger and Better Customer Service: Winning and Keeping Clients in Today's Market

Summary: Understanding a concierge mentality and implementing a concierge approach to win & keep clients.

HCSSA Topic(s) Addressed:

  • §558.259[d][4]agency responsibilities
  • §558.260[a][8]skills for working with clients, families, and other professional service providers
  • §558.260[a][10]marketing

Faculty: Orsini, Merrily

Program Description: Today’s home care market has competitive and economic challenges that require new tactics and tools to succeed. Providing excellence in both the quality of the care provided and the way it is delivered necessitates a concierge mentality from initial contact through service provision. How do you build it into the agency as core values? Learning about a concierge approach is key to having staff understand and practice customer service in each and every client and employee contact.

Program Objectives: Upon completion of this program, the viewer will be able to:

  • Identify the concierge approach: what it is and how it looks
  • Develop a plan to add in a concierge mentality for staff at all levels
  • Identify any issues and/or barriers to developing this approach to excellence

About the Presenter: Merrily Orsini, Managing Director of Corecubed, is an expert marketing strategist, multiple award-winning business leader, community activist and serial entrepreneur based in Louisville, Kentucky. She was a pioneer in the home care industry, creating a geriatric care managed model for non-medical long term in-home care in 1981. After selling that business in 1996, Ms. Orsini followed her passion for communications and design and started building Corecubed, a full service internet marketing company specializing in home care.

Education-Training Credits:

  • 1.25Hr(s) HCSSA Administrator/Alternate

[2009] Bigger and Better Customer Service: Winning and Keeping Clients in Today's Market

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