Customer service is a vital component to any new hire training program. During Covenant Woods’ dynamic new hire orientation, Customer Service (also known as Service Excellence) closes out the day. New hires are introduced to the acronym CARES, each letter of which represents a behavior that Covenant Woods strives to achieve. Following the Covenant Woods CARES action steps, new hires then participate in an interactive scenario-based game. This game helps them learn to implement the action steps as appropriate, given a persona, scenario, and obstacle cards. Attendees of this session will learn about the Covenant Woods CARES action steps and Service Excellence game, and experience the game firsthand.