Dealing with bereaved callers

Dealing with bereaved callers is not easy if you are not equipped to deal with it.

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, or to ask for advice. This is the one situation where you must get things right.

Training helps your people think through how they will respond to the situation, and 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 to make the process as pain free as you can make it

* avoid the pitfalls and say the right things when dealing with someone who has lost someone close to them

* good call handling skills which will help you to control the call

Call us now on 0845 450 0988 for ways in which this training can be built into your induction programmes or delivered to your people.

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