Helping bereaved callers training
This training helps participants to understand the impact of bereavement, develop the skills and set the right tone to help customers who have been recently bereaved.
Helping the recently bereaved is not easy if you are not equipped to deal with it.
People are often hesitant and awkward, shying away from the conversation, not knowing what to say, fearing compassion may bring tears.
When you do business by telephone, or face to face, there will be a time when you have to deal with someone who is bereaved. They may be calling to close an account, find out some information to deal with a probate application, or simply to ask for advice.
This is a situation where you must get things right first time. Having to re-do something, or deal with a problem because of a mistake in a process when you are grieving for the loss of someone close, is hard to bear. Mistakes here have a direct impact on the reputation of your brand.