Phone Etiquette for the Deathcare Profession

About the Course

In this module, 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.


Key Takeaways

Top 10 Essentials of Phone Etiquette for Exceptional Customer Experience

  1. The Greeting

    • Clearly state the business name.

    • Introduce yourself with your name.

    • Add a warm buffer statement to set a positive tone.

  2. Handling Holds

    • Always ask for permission before placing someone on hold.

    • Use their name and explain why the hold is necessary.

    • Thank the caller for holding when you return.

  3. Personalization

    • Use names throughout the call to “monogram” the experience.

    • Introduce yourself, ask for their name, and repeat your name at the end.

  4. Avoid Excuses

    • Never ask callers to call back. Take responsibility by getting their contact info and providing a callback timeline.

  5. Feedback Signals

    • Avoid silence by using affirmations like “I see” or “Okay.”

    • Repeat key details to confirm understanding.

  6. Be Prepared

    • Keep essential information easily accessible.

    • Train all staff on phone standards to ensure consistency.

  7. Guide the Conversation

    • Respectfully redirect off-track conversations with phrases like “Let’s address your main question.”

    • Stay calm and professional, even with frustrated callers.

  8. Minimize Background Noise

    • Create a quiet environment to keep the caller feeling valued.

    • Use noise-canceling tools when needed.

  9. Check Your Tone

    • Use a conversational, empathetic tone—not too flat or overly dramatic.

    • Avoid sounding robotic or disinterested.

  10. Closing the Call

    • Thank the caller and repeat your name.

    • Confirm key details and offer to follow up.

    • Leave a positive, lasting impression.

Conclusion

By mastering these phone etiquette essentials, you’ll create meaningful, empathetic connections with every caller—leading to exceptional customer experiences.


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About the CXpert

Nicki Wiedeman, CSE

Nicki answered her first customer service call in 1989 for a bank in Cincinnati, Ohio, and has since cultivated a 30-year career in improving the customer experience. She’s on a mission to remedy the subpar service customers receive when calling businesses. She is a skilled strategy and meeting facilitator. Her forte is in SWOT Analysis and Kaizen principles. She rolls up her sleeves and creates custom, interactive training solutions for firms in all industries.

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