A Place for Mom Recognized for Serving Seniors and Families

Doing the Right Thing--Every Day

Nov 04, 2014, 12:41 ET from Working Solutions

PLANO, Texas, Nov. 4, 2014 /PRNewswire/ -- Combine great customer care with an even greater social need—and what do you get?

Gavin Woody, vice president of operations at A Place for Mom, knows: Well-deserved recognition for being a customer champion in service to others.

Nominated by Working Solutions, a leader in contact services, Woody is among the 2014 recipients named by 1to1 Media for delivering great customer care at A Place for Mom.

"We provide free-of-charge, nationwide assistance to families looking for senior housing and care for loved ones," said Woody. "My team is the first point of contact for a family."

Represented by spokeswoman Joan Lunden, A Place for Mom helps families "navigate the complex process of finding appropriate senior housing."

"Customer experience evangelists"

Woody and his 200-person Customer Qualification call center team were recognized by 1to1 Media as being "customer experience evangelists." The good work is seen in employee engagement, customer service and business results.

  • Welcome ideas: A Place for Mom knows great care requires great agents, so Woody asks the front-line staff for their thoughts. "I firmly believe the best ideas come from the people actually doing the work."
  • Listen closely: Agents listen to the nuances in customer calls. "Being a customer champion doesn't always make for comfortable conversations. We have to constantly challenge ourselves," said Woody.
  • Know the customer: Employees spend at least an hour a month with an agent, listening to families find care. "This program is the next best thing to make sure everyone always remembers who we are here to help."

Serving an aging population

In business for 14 years, A Place for Mom operates in the U.S. and Canada. It's in step with the times as the world's population ages. As the numbers increase, so do the families needing help to place loved ones—moms, dads, aunts, uncles, brothers and sisters—in the proper care.

Woody's team of senior living advisors, complemented by Working Solutions agents, are guided by the belief: "Always do the right thing for the customer."

Working Solutions CEO Tim Houlne says the customer champion award is well deserved. "Gavin and his team, which includes our agents, put families needing help right in the center of their work, as it should be, every day."

Working Solutions

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CONTACT: Gail Rigler, grigler@workingsol.com

SOURCE Working Solutions



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