OUR A.I.M. APPROACH

Assess

Understand Your Current Customer Experience

The best way to investigate the current state of your customer experience is to get boots on the ground—or in this case, ears on the phones!

The phone call is often the most important first impression—and the largest pitfall of funeral homes and cemeteries. Our Ringers place mystery calls to your business, posing as potential clients to measure how your staff is responding to inquiries. Each call then undergoes in-depth analysis, with 100+ data points across 10 categories to measure every aspect of your customer experience. Call recordings and comprehensive score reports are then shared with you via our proprietary online platform, the Dead Ringers Dashboard.

Improve

Engage in Comprehensive Training Solutions

Your Dead Ringers Dashboard is packed to the brim with data in an easy-to-use, interactive interface. All of that data is dead (pun intended) if immediate action is not taken.

We offer a full spread of training solutions—from live remote to on-site classroom settings—that are fully customizable to suit your firm’s needs. Our Training Experts have decades of customer service excellence under their belt. Equipped with the data collected in the “Assess” phase, our Trainers develop content that is tailored to your firm’s specific performance pitfalls. And it won’t be another drab lecture—we pride ourselves on being engaging, entertaining, and educational.

Maintain

Implement Ongoing Evaluation and Education

Every inch that is gained in the realm of customer experience must be maintained. Don’t just plant your flag and walk away—hold the line! As time passes, training content will fade, new staff members will join your team, or standards may grow lax. A maintenance program keeps customer experience evaluation and training at the fore.

We recommend revisiting the “Assess” and “Improve” phases on a quarterly schedule. Assessing performance over time allows us to develop trend reports and identify further opportunities for improvement; capping each quarter with a new training course keeps the customer experience relevant, your team engaged, and your flag held high.

 

OUR SOLUTIONS

QUARTERLY CALL EVALUATION & TRAINING

$39 per call + $525 per training hour

Keep a pulse on your Customer Experience by implementing monthly Call Analysis, punctuated by quarterly Remote Training. Think of it as maintenance and continued education! Our bestselling package offers our lowest prices and highest value, including:

  • Monthly mystery calls made by trained Ringers

  • Score reports + recordings for every interaction

  • Access to Dead Ringers Dashboard

  • Quarterly trend reports

  • Quarterly live Remote Training sessions based on call performance

  • Training content builds upon previous modules, so every session is relevant and refreshing

  • Our call evaluation assesses your customer experience, with a focus on how your team is handling the phone, delivering pricing, and following through to close the deal. You’ll receive:

    • Mystery calls made by trained Ringers

    • Optional staff targeting or focused scripts

    • Comprehensive score reports

    • Recordings of every interaction

    • Access to Dead Ringers Dashboard

  • Have your own call recordings? We’ll put your real calls through our rigorous review process and provide your performance analysis via the Dead Ringers Dashboard.

  • Here, there—we teach “virtually” anywhere! Our Training Experts will deliver comprehensive training to you and your staff in one-hour modules. We recommend at least two hours of initial training.

    • 5 pre-training Call Analysis

    • Customizable training modules

    • Live, interactive, and engaging training solutions

    • Focused training based on Call Analysis results

  • Our most intensive training solution involves six hours of classroom-style customer experience training.

    • 5 pre-training Call Analysis

    • Six hours of in-person, interactive training

    • Suite of post-training tools (handouts, prompt cards, etc) for all attendees

    • Focused training based on Call Analysis results

    *Does not include travel + lodging for presenter.

  • We’re proud to partner with NowDeck (www.nowdeck.com), which provides interactive presentations to support shopper phone interactions. We provide NowDeck customers with fully customized presentation templates. We also offer NowDeck-specific shopper and pricing training! Schedule a call with us to see how we work with NowDeck to create useful tools for phone shopper conversations.

  • Our Customer Experience Experts have delivered fun and engaging keynote presentations for associations and educational institutions. Contact us to see how we can deliver relevant and educational content at your next event!

 

NEW FTC Phone Compliance Online Course • $99+

We’ve got about 51,744 reasons why you should educate your team on FTC compliance.

This on-demand online course covers topics including the FTC Funeral Rule, pricing discussion tips, musts and must-nots of phone conversations, and the basics of being FTC compliant (You know—to keep you away from a $51,744 FTC fine. That’s the 51,744 reasons you should take the course). The course features educational videos by Dead Ringers founder and deathcare attorney Poul Lemasters, Esq., and customer experience expert Nicole Wiedeman.

  • On-demand access for up to 50 team members: $99

  • 51 - 100 team members: $149

  • 101 - 200 team members: $199

  • Over 200 team members: $249