Unlock the Potential of Your Customer Success Team

How important is your customer success team in providing care to your residents? We’d say it’s more important than you think! The following resource is inspired from our conversation with Melissa Reyna, VP of Customer Success for MasVida Health.

Discover the key traits of a winning team, learn how to stay ahead with the latest tools and trends, and find out Melissa’s secrets to fostering collaboration and unlocking the potential of your customer success team.

You can read, watch, or listen to this interview by clicking here.

What does a typical customer success team look like?

An ideal customer success team for a nursing home should be structured in a way that allows for effective management and efficient delivery of services. The team should be divided into two main areas of focus with a supervisor overseeing each area: (1) Customer Success Team and (2) Programs and Services.

Customer Success Team:

The customer success team is responsible for ensuring the satisfaction and success of the nursing home’s customers. This may involve offering support, troubleshooting issues, and providing information on the services and programs available. Here are some core responsibilities for this team:
• Provide support and assistance to nursing home customers
• Troubleshoot any issues that arise with the services or programs provided
• Offer information and education on the services and programs available
• Ensure customer satisfaction and success
• Maintain positive relationships with nursing home customers

Programs and Services Team:

The programs and services team is responsible for overseeing and managing the various clinical services the facility provides. These services are designed to enhance the overall care provided to the residents of the nursing home. Here are some core responsibilities:
• Oversee and manage the various programs and services offered to nursing home customers
• Ensure the quality and effectiveness of wound care therapy, oxygen services, and equipment maintenance and servicing
• Continuously evaluate and improve the programs and services offered
• Collaborate with the customer success team to provide comprehensive support to residents

By dividing responsibilities and duties in this way, the facility can ensure that its customers receive the best possible care and support, and that its programs and services are effective, efficient, and continuously improving.

What are the key characteristics of an effective customer success team?

An effective customer success team should embody the qualities of people-first, empathy, and active listening. By prioritizing the customer’s needs and actively listening to their concerns, the team can provide a personalized and exceptional experience.

Empathy is also an important component, as it helps the team connect with the customer on an emotional level and understand their situation. Encouraging team members to personalize the customer’s experience, such as viewing them as family members, can help drive empathy and understanding.

• A customer-first attitude is essential in the service industry.
• Empathy and active listening skills are crucial in creating a strong connection with customers and understanding their needs.
• Team members must be able to understand and empathize with customers to provide an exceptional experience.
• Personalizing the customer’s experience by viewing them as family members can help drive empathy and understanding.

What role does technology play in helping you provide better service to your customers?

For administrators, technology can be a valuable tool in providing better customer service to the residents and their loved ones. Here are some ways in which technology can be utilized:

• Utilizing digital communication platforms to streamline communication.
• Providing real-time information with electronic health records.
• Improving transparency with accessible digital information.

Streamlining communication:

Utilizing digital communication platforms, such as email, instant messaging, or video conferencing can make it easier for administrators to communicate with residents and families in a timely and efficient manner.

Providing real-time information:

With the use of electronic health records, administrators can provide residents and their families with real-time updates about the resident’s health status, treatment plans, and other important information.

Improving transparency:

By making information and updates easily accessible to residents and their families through digital platforms, administrators can improve transparency and build trust in their communication practices.

Technology provides a range of benefits for administrators of nursing homes to improve communication with residents and their families. By utilizing digital platforms and tools, administrators can provide better customer service, streamline communication, and increase transparency in their communication practices.

How does a customer success team stay on top of innovation and continuously improve their service?

Being in the customer service industry requires a continuous effort to improve and provide the best experience for customers. It’s important teams are available to listen and respond to their needs.

To ensure that the customer experience is at its best, teans must stay ahead of the game. This is done by continually gathering feedback from both the clinical team and customers.

The goal is to have a good understanding of what’s working and what needs improvement. The clinical team plays a crucial role in providing insights and recommendations to help administrators make informed decisions.

• Continuously gather feedback
• Consider both successes and challenges
• Stay informed on the latest and greatest technology
• Streamline the communication process to make it as smooth and easy as possible

Listening to resident feedback and staying ahead in technology is key to providing a seamless and top-notch customer experience. The combination of internal and external feedback, along with being informed on the latest advancements, will help administrators make decisions that improve the overall customer experience.

How do you foster collaboration and communication within your own team? What does that look like daily?

Collaboration and communication are essential elements of a successful team. To maximize productivity and achieve common goals, it is important to foster a supportive and communicative environment. In this section, we will explore the steps you can take to encourage collaboration and communication within your own team.

Fostering collaboration and communication within your team can be accomplished through a combination of intentional practices and a supportive team culture. First, it is important to encourage open and honest communication by creating a safe space for team members to share their thoughts and ideas. This can be done through regular team meetings, one-on-one check-ins, and feedback sessions.

Additionally, promoting active listening and active participation from all team members will help to foster collaboration. Encourage everyone to contribute their thoughts and ideas and make sure that each person feels heard and valued.

Finally, setting clear goals and providing the resources needed for the team to succeed will also help to encourage collaboration. This includes providing the necessary tools, information, and support to complete tasks effectively.

• Encourage open and honest communication
• Promote active listening and active participation
• Set clear goals and provide necessary resources

Fostering collaboration and communication within your team requires a combination of intentional practices and a supportive team culture. By encouraging open communication, promoting active participation, and providing the necessary resources, you can help to build a stronger, more collaborative team. Remember, a team that works well together is a team that succeeds together.

What are common challenges customer success teams face? And how do we overcome them?

As a customer success team, one of the most common challenges you’ll face is an unsatisfied customer. To work through these challenges, the key is to listen, learn from the situation, and work as a cohesive unit with your operations team. By having open communication between customer success and the clinical team, it’s easier to resolve issues in a timely manner and ensure customer satisfaction.

Another challenge is having enough staff and the right people to handle customer inquiries. By having specialists such as respiratory therapists on staff, it’s easier to address challenging questions and provide great service without having to train and add additional staff.

Additionally, these specialists can collaborate with the customer success team to help support residents and inform loved ones.

It’s important to have specialists available and on call 24/7 to respond to customer inquiries and provide support. By always having the right people available, you can provide a one-call resolution, eliminating the need for the customer to call back and repeat the same information.

Finally, being available 24/7 can help overcome many challenges by ensuring that customers can reach your team at any time. By not outsourcing in the evenings or on weekends, it’s your own team that’s rotating and being on call, providing customers with a sense of security and confidence that your team is taking a personal interest in their loved one.

What are the key factors that contribute to a company’s overall customer success?

The key factors that contribute to a company’s overall customer success are essential to understand for anyone who wants to build a successful business.

A good clear vision of where the team needs to be going, a focus on a common goal, and the company’s core values are some of the key factors that can help keep the team going and encouraged. The core values should be a common goal and vision that the team can see and try to live by, both inwardly and outwardly. They help define the company’s culture and can be instilled by revisiting and discussing them weekly.

• A clear vision of where the team needs to be going
• Focus on a common goal
• Core values should be a common goal and vision
• Core values help define the company’s culture
• Revisit and discuss core values weekly

The company’s core values play a crucial role in the success of the business and its customers. Instilling them in the team and discussing them regularly can help create a consistent and solid culture that resonates with the interactions with the customers. It is important to involve everyone in the company in the discussion of the core values, no matter what their title is, as they all play a role in the company and touch the customer in some way.

Would you rather listen or watch this article?

We have good news for you! This article was inspired from our conversation with Melissa Reyna, Vice President of Customer Success with MasVida. You can listen or watch this interview several ways.

Watch or listen to Healthcare’s Eight Million Seniors: A Long-term Care Leadership Resource
• Watch the videocast on Youtube
• Listen to it on your favorite podcast channel

Join healthcare’s ultimate resource for long-term care!