Helping Bereaved Callers Training

Do your people feel uncomfortable

speaking with bereaved callers?

Click the button below to find out how we can help your team be more confident in these calls

LET'S TALK

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

A key partner as our company moves forward

Intelligent Dialogue brings clarity, empathy and an informed insight into our staff development at an operational and board level. They are a key partner as our company moves forward to its next chapter.

David Evans

The feedback was unanimously positive. We have really seen a change in how the PSAs interact with patients; a much more ‘can do’ approach to potential problems.

Gill Welch

“The training I have received from Diane at Intelligent dialogue is second to none! Tailor made to my working situation and at an extremely manageable pace. This has made my learning easy to implement over time and has yielded great results!”

Debra Ward

The Intelligent Dialogue team managed to achieve a big impact and improvement, with some of the smallest changes.

Operations Director

Best Customer Service Course I've been on in years, with one of the best trainers. Learned a great deal.

Debra Wood

100% Recommended. Real development for real people in daily scenarios.

Branch Manager

Booked meetings have doubled and quotes gone up by 61%

Even after just over a month my numbers as in number of booked meetings have double and quotes have gone up by 61%. As you can imagine we’re amazed by the results. Diane has even been in touch today to see what has happened since and to see if there was anything else we needed. We couldn’t ask for a better service!

Darren John

“The session was hugely informative and interactive, and the trainer really understood our business, and adapted the session to meet our needs.”

Luci Lloyd

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

Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.

Sam Roper

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

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

They added real value and are a real pleasure to work with.

Russell Smith

They deliver great results and provide a real return on investment.

Patrick Allen

If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.

Paul Collins

I wouldn't hesitate to recommend them.

Michael Reeve

The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.

Ian Bunting

The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.

Colin Mills

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

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

The results have been outstanding.

Matt Ainscough

I learned more in this course than in over 20 years of customer service.

Christian Owens

I'd recommend this training course if you want to make more profit. As far as courses go it's been as good as it gets.

Craig Hughes

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

The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.

Colin Mills

More Testimonials

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.

LET’S TALK

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.