Some time ago, I wrote on this blog about the service training that MORI LIVING front desk staffers undertake in order to be able to provide the absolute best for residents. At that time, I was blown away by how thorough and detailed the training was. But now, it has been enhanced even further, with the aim being to provide an even higher level of service to all customers.
I recently had a chance to sit in on the first of these new, deeper training sessions, which was attended by over 20 staff members from different residences. And they weren't all new staff, either - some were in their fifth, eighth, or even fifteenth year with MORI LIVING, and some were even managers. Some of these more experienced members simply wanted a refresher or to update their knowledge and skills, while others wanted to know the kind of training their own staff receives in order to better continue their on-the-job training.
While the level of detail of the training is just as high as it always has been, the biggest difference is that rather than simply teaching staff how to interact with customers, it goes further by explaining why that is the case. This helps the service they provide to become second nature, so they don't even have to think about the things they are doing.
Toward the beginning of the session, the trainer mentioned that MORI LIVING customers fall into five categories: residents and their visitors, delivery people, owners, the surrounding community, and co-workers. So even if you don't live in a MORI LIVING residence, there is a good chance you could still get to experience the wonderful service for which the staff is renowned.© Japan Today