About the Course

Customer experience isn't just a buzzword—it’s the foundation of success in funeral service. In this video, Nicki Wiedeman introduces the concept of customer experience (CX) and explains why it’s more than just customer service. From the first phone call to every interaction that follows, CX shapes how families feel and influences their decisions. Learn how to shift from a transactional mindset to a relational one, personalize every touchpoint, and create meaningful experiences that set your business apart. Plus, get a sneak peek at the Six Pillars of Customer Experience.

Follow-up communication can make or break customer relationships—yet only 26% of callers receive a follow-up offer. In this third module of the CX Library’s Inbound Adventures, Nicki Wiedeman from Dead Ringers breaks down why follow-up is essential, especially in the funeral service and cemetery industries. Joined by Pat Downey, they share actionable strategies to bridge the gap between initial calls and long-term engagement.

Your mindset and communication skills can make or break an inbound call experience. In this 15-minute PowerMod, customer experience expert Nicki Wiedeman and preneed sales pro Pat Downey dive into strategies that enhance customer interactions, boost confidence, and create trust over the phone.

Are you ready to handle inbound calls with confidence? In this 15-minute PowerMod, customer experience expert Nicki Wiedeman and preneed sales pro Pat Downey share practical strategies to help deathcare professionals manage call volume effectively. Learn how to stay prepared, make meaningful connections, and ensure every caller feels heard. Watch now and set yourself up for success!

In this introductory session on Thanatology, guest CXpert Katlyn Green shares foundational concepts surrounding the study of death and dying. Drawing from her extensive background in thanatology, gerontology, hospice, and death care, Katlyn explores the multifaceted dimensions of death, including cultural, historical, psychological, and spiritual perspectives. She emphasizes the dynamic nature of death education and encourages professionals to reflect on their own experiences and societal norms related to death and grief.

In this 15-minute PowerMod, Dead Ringers COO Mandie Hungarland delivers actionable insights on the role of empathy in customer interactions. This abridged course offers practical tips to recognize and respond to emotional cues, helping you foster trust and connection in every conversation. Whether you're a seasoned professional or just starting out, these strategies will elevate your customer experience skills.

In this course, Dead Ringers CXpert Nicki Wiedeman emphasizes the critical role of effective telephone etiquette for professionals in funeral homes and cemeteries. Nicki shares insights on best practices, common pitfalls, and strategies to enhance customer interactions over the phone, aiming to improve service quality and client satisfaction within the deathcare profession.