Our FuneralCall Answering Service Receptionists are pretty good at handling calls – I mean, it is what they do on a daily basis! So we thought they could offer some great advice and tips when you’re on the phone with your callers and families. Here’s what they had to say.
Kylie | “Verify spelling, letters, numbers, addresses….Important information can be missed in the hustle and bustle of a hectic day! Slowww down and listen!”
Lacey | “Ensure your caller that you will do everything you can to meet their families needs and requests. They are searching for stability during such a tragic time in their lives.”
Anna | “Your tone when you first answer the call. You want to be friendly, but still professional. This is sometimes your funeral home’s first impression to a family so it’s very important!”
Kelly | “Remember to be sympathetic in every situation. These families are dealing with the loss of a loved one, whether it be in the moment or months ago.”
Yvonne | “Clear enunciation! Sometimes people forget that they are on the phone and start to mumble. It can become stressful having to ask ‘I’m sorry, can you repeat that?’.”
Melanie | “Remember to treat your caller the same as you would your family member. They need that assurance that their loved one is being cared for with the utmost respect and dignity.”
Kate | “Re-confirm all details at the end of the call. ‘I will be sure to have Jeff call you back with the status of your mother, Jane’s, death certificate.’ Being specific let’s them know you were effectively listening.”