PROMISE Stars live out these customer service principles: Personalize interactions, Respect each person, Own each person’s problem as if it’s yours, Make everyone’s life better, Invite people to connect and Exceed expectations.
Laura Roedema-Bliek, DON and Carol Frohardt, Social Worker at Someren Glen and Nathalie Knopp, Clinical Liaison at CSO
Recently a Willow’s resident at Clermont Park required hospitalization and support with a short term stay in the Suites for rehabilitation services. Due to this resident’s insurance coverage, Clermont Park was unable to find a physician who would support the resident during her stay. The team at Clermont and Nathalie worked the entire week to find alternatives but were running out of options so Nathalie went to Laura and Carol for help. Laura and Carol were able to convince a physician from a practice that works a lot with Someren Glen to provide assistance for this resident at Clermont Park. Laura’s quick thinking, Carol’s support, and Nathalie’s persistence resulted in the resident being served right and within her own home. The family is forever grateful to these three. What service basics are evident in this story?