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Who will this training help?
What will you get?
How long will it take?

 

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.

Who will this training help?

Anyone who is likely to receive calls from bereaved relatives, friends or professional advisors as part of their role.
People new to their role
Experienced call handlers
The results have been profound for the team, the Hospital, and ultimately our patients.
Donna Gibbs
I feel so much more confident
I feel so much more confident having this framework now when handling sales calls and it feels so much more natural than the one I was trying to implement before.
Danielle Cole
Short – Sam Roper – HSD Unlike other courses the action plans
Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.
Sam Roper
Short – Sam Roper – HSD – the feedback and enthusiasm from everyone has exceeded my expectations
The feedback and enthusiasm from everyone involved has exceeded my expectations.
Sam Roper
Short – Angel Advance – the most valuable course – customer service
The most valuable course taken to date for our managers, trainers and coaches.
Ben Mariner
Short – BOC – Ambassador – really good very insightful
It's helped me to understand how to make a customer feel valued. Really good, very insightful.
R L
Short BOC – Ambassador – time and money well spent
Excellent, time and money well spent.
Phil M
Short – Schein – Mark Y – Team Leader
An awesome insight into the way our interactions with clients have a significant impact on our business. Providing skills & techniques for a better customer experience.
Mark Yeates
Short – Russell Smith – Reynolds – added value
They added real value and are a real pleasure to work with.
Russell Smith
Short – Patrick Allen – Henry Schein – results
They deliver great results and provide a real return on investment.
Patrick Allen
Short – Reynolds – Customer Service; Call Centre and leadership
If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.
Paul Collins
Short – Michael Reeve – Edwards – customer service and sales
I wouldn't hesitate to recommend them.
Michael Reeve
Short – Rotrex – Ian Bunting – Sales
The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.
Ian Bunting
One of the best received we have run
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills
Short – Jeff Hudson FLG – Hire
Intelligent Dialogue really understand the hire market, and if you want to generate more business and improve service I would contact Diane Banister.
Jeff Hudson
Short – FLG Jeff Hudson – sales hire controllers
Already extra revenue has been significant.
Jeff Hudson
Short – Coventry City Council – Customer Service
I would strongly recommend Intelligent Dialogue to anyone. The content was perfect and the delivery was First Class.
Daniel Freeman
Short – Matt Ainscough – Commercial
The results have been outstanding.
Matt Ainscough
Short – Edwards – Customer Service
I learned more in this course than in over 20 years of customer service.
Christian Owens
Short – All Med Pro – Sales
Brilliant workshop today. Many thanks to Diane Banister. Already the feedback I have had from the team has been great. Highly recommended.
Adam O'Keeffe
Short – BOC – Colin Mills – Customer Service
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills

What you will get from Intelligent Dialogue Helping Bereaved Callers Training

Our training (as a stand alone module or as part of wider call handling or customer service training) helps your people think through how they will respond to the situation, and be ready to support the caller with what is required.

With an emphasis on:-

understanding the bereavement process and peoples' responses to bereavement
locating the point at which people contact you and what that might mean for your caller
understanding the law and procedures you will have to follow
getting it right - making sure you give the right advice, the right information, and do the right things so that the process as pain free as you can make it
avoiding the pitfalls and say the right things when dealing with someone who has lost someone close to them
good call handling skills that will help you control the call

How long will it take?

A half to one day depending on previous call handling skills training.

GET IN TOUCH

If you would like to improve the skills of your team and give them more confidence in handling sometime difficult conversations get in touch to discuss the detail of what you’d like to achieve. We’ll discuss with you our approach to achieving your objectives, how long the training will take and the investment involved.

 

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